The Effect of Artificial Intelligence-Based Chatbots on Customer Satisfaction on E-commerce Platforms

Abstract

This study explores risks and mitigation strategies in data storage systems The use of artificial intelligence (AI)-based chatbots is increasing in e-commerce platforms to improve customer satisfaction. This study aims to identify the influence of AI-based chatbots on customer satisfaction on one of the major e-commerce platforms in Indonesia. With a quantitative approach and a correlational descriptive design, data was collected through an online survey of 300 respondents who actively interacted with the chatbot on the e-commerce platform. The research instrument in the form of a questionnaire with a Likert scale was used to measure respondents' perception of chatbot service satisfaction. The results of linear regression analysis show that AI-based chatbots have a significant effect on customer satisfaction, with a regression coefficient value of 0.65 at a significance level of 5%. Chatbots that are able to respond quickly, provide accurate information, and interact intuitively have been proven to improve a positive customer experience. These findings show that AI-based chatbots can be an important component of e-commerce customer service strategies to create customer loyalty and strengthen brand value. However, this study has limitations in terms of the scope of the e-commerce platforms studied and the survey method that relies solely on customer perception. Recommendations for further research are to expand the scope of the sample on various e-commerce platforms as well as apply more comprehensive methods, such as hands-on experiments