A Study on the Application of AI Chatbots for Customized Product Recommendations and Uninterrupted Order Fulfillment for Enhanced Customer Experience Using Kano Model

Rapid Technological changes are evolving around the world and people buying online are increasing day by day. The companies must keep track of these technological changes and introduce new AI chatbot features that satisfy the customers who purchase online. Chatbots enable companies and users to contact at any time and anywhere in the world. Chatbots can also provide context and location-based information to customers which helps companies to acquire and retain customers. Chatbots are specialized in providing tailored product recommendations by utilizing customer information, procurement history, and search trends. Chatbots can provide significantly appropriate recommendations directing customers towards products that correspond with customer interests and requirements. This tailored recommendation facilitates enhanced decision-making for customers and enhances the probability of transformation and repeat purchases. This research suggests that online buyers are satisfied with the personalized recommendations of products or services based on history and order fulfillment.