The Impact of Artificial Intelligence on Customer Experience in E-commerce Platforms

Abstract

Introduction of Artificial Intelligence (AI) technologies into e-commerce platforms is reshaping the ways businesses interact with consumers, redefining the customer experience (CX), personalizing the interaction, automating its processes, and learning data-savvy insights. This paper examines how the customer experience in different aspects that include customer satisfaction, trust, customer personalization, and convenience is affected by the implementation of AI-driven technologies like chatbots, recommendation engines, visual search, and predictive analytics. Basing itself on a multidisciplinary literature review and empirical data collected among the users of the major e-commerce platforms, the study presents the opportunities and issues posed by the adoption of AI. According to the findings, although AI improved personalization and efficiency in operations performed, it posed some challenges of data privacy, algorithmic bias, and the extinction of human interaction. The research helps to build a picture of the impact of AI on customer behaviour and desires, drawing such business conclusions, recommendations that can help e-commerce platforms improve the experience through responsible and efficient use of AI to meet customer needs. It is recommended that future investigations be devoted to the longitudinal impact and intercultural variations in the customer experience via AI.