AI Chatbots and Their Impact on B2C Consumer Experience and Engagement
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Abstract
This study examines the growing influence of AI-powered chatbots on business-to-consumer (B2C) interactions, focusing on consumer experience and engagement metrics. Through analysis of cross-industry data collected from 2020-2024, we identify key performance indicators that demonstrate chatbot effectiveness in improving customer satisfaction, response time, and purchase conversion rates. Our findings suggest that properly implemented AI chatbots significantly enhance consumer engagement while reducing operational costs. However, technical limitations and consumer preferences for human interaction in complex scenarios present ongoing challenges. This research provides a framework for businesses to evaluate chatbot implementation strategies in alignment with consumer expectations and business objectives.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
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