Enhancing Electronic Retail Experiences by Leveraging Conversational UX

This study examines how customers experience shopping in electronic stores offering a wide range of products and addresses the challenges in getting assistance during peak hours. It was observed that stores were most crowded on weekends and weekday evenings, with limited staff availability to address customer needs adequately. Novice customers of different demographics had varying preferences for assistance, leading to difficulties in receiving timely support. Additionally, many customers preferred purchasing items in-store for a hands-on experience but faced challenges in finding available staff members. A conversational chatbot ‘Techie’ has been developed to enhance the overall shopping experience and complement in-store human interaction when representatives are unavailable.