The Role of Chatbots in Enhancing Customer Experience

Mr. Kashid Kapil Arvind

Assistant Professor,

CSS College, Hupari.

Mr. Salate Sachin Gangaram

Assistant Professor,

SGM College, Karad.

Abstract :

AI-powered chatbots are transforming Customer Relationship Management (CRM) in India’s quickly digitizing economy by offering scalable, effective, and real-time customer support in a variety of industries, including banking and e-commerce. This study looks at how chatbots can improve customer experience while evaluating their advantages, difficulties, and adoption hurdles in the Indian setting. It investigates how chatbots might speed up response times, increase customer happiness, handle multilingual conversations, and minimize operating expenses by drawing on mixed-methods desk research that includes news items, academic work, and case studies.

According to the findings, adoption among MSMEs is still hampered by linguistic variety, cultural attitudes, data preparation, integration complexity, and trust deficits, even if early adopters like banks, telecoms, and internet platforms claim significant improvements.

The study ends with practical suggestions to assist businesses in implementing user-centric, culturally sensitive, and adaptable chatbots, emotional intelligence design, customer transparency, capacity building, and localization tactics. Chatbots have the potential to greatly improve CRM results and customer loyalty in India with careful arrangement.

Keywords: AI, Chatbots, CRM, Customer Experience

DOI link – https://doi.org/10.69758/GIMRJ/2509I9VXIIIP0076