Chatbots' Ascent in E-Commerce: Assessing Customer Support and Emotional Deficits

Abstract

In every industry, artificial intelligence [AI] is the buzzword. The technological revolution accelerated, and automating certain industrial tasks will be beneficial. The 2025 digital world is the age of artificial intelligence (AI)-enabled chatbots. As artificial intelligence (AI) advances, machine learning (ML) technologies automate tasks and enhance functionality. Chatbots, in particular, are essential for e-commerce customer service and other functional areas that require round-the-clock assistance. E-commerce is expanding quickly as it becomes more integrated into daily life. This study investigates the customer's perception of chatbot services and trust. In the future, these chatbot services will either preserve a positive relationship with the consumer or replace the need for human engagement and emotion.