The study of the awareness and satisfaction among consumers towards Chatbot technology for online purchases in Mumbai city

Abstract

This paper discusses about the Chatbot artificial intelligence interaction that has been adopted by most of the service sector in India. Initially Chatbot was considered as niche technology, but today Chatbot has been increasingly used in the main stream business. The retail sector also is using this technology to actively engage consumer 24/7. Chat bot enable retail business to provide superior customer service by driving customer engagement without human intervention. The objectives of the study was to understand the concept of Chatbot technology and its application in Indian retail companies. In order to understand the awareness and satisfaction level of customers using Chatbot for their retail queries the study has also focussed on primary data of 81 respondents who are using Chatbot to raise their queries and it was found that many of the respondents were aware of Chatbot technology and were satisfied with its usage. Therefore this research study is an attempt to understand the growing importance and adoption of Chatbot technology in India as a better customer interface.