A Study of Consumer Adoption of Chatbot in E-Commerce Sector in India

Priyanka Sharma; Saumya Satija; Dhanjay Yadav

doi:10.48001/veethika.2023.09.03.005

Priyanka Sharma Department of Management, IGDTUW, Delhi https://orcid.org/0009-0009-6891-4101
Saumya Satija Department of Management, IGDTUW, Delhi https://orcid.org/0009-0009-9821-9353
Dhanjay Yadav Department of Management, IGDTUW, Delhi https://orcid.org/0000-0003-2100-7896

DOI: https://doi.org/10.48001/veethika.2023.09.03.005

Keywords: chatbots, consumer adoption, technology, E-commerce, users

Abstract

With the advancement of technology, E-Commerce (ecom) can be an area of tremendous possibilities in terms of Artificial Intelligence (AI) driven application. In Ecom. Chatbots(cbots) are serving as flagbearers for revolutionizing accessibility and intervention, thereby addressing the growing need for customer service with a particular standard. This research documents the consumer adoption study that revolves around usage of cbots in the domain of ecom. The objective of the study is to find what the general public believes about the use of ecom Cbots as well as to identify any potential challenges or facilitators in the introduction of these Cbots. Primary research was conducted, wherein a survey had been drafted, and further analysis was done using descriptive statistics, it was found that, at present, the majority still see these cbots as a tool for seeking general information searching products and also for solving the general queries.

The Chatbot technology is in the development stage and a lot of are required to be done to replicate the conversation of a human being completely. The bot exchange still lacks empathy which makes it difficult for a computer to emulate. Users are still skeptical to trust these kinds of technology which leads to the low adoption process.

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