Chatbots and other intelligent machines are frequently used in e-commerce and M-commerce applications. They have significantly altered how business is conducted and how customer service is handled. This paper studies factors affecting the application of AI tools like chatbots within M-commerce in Jordan. The primary elements influencing Jordanian consumers’ intention to use chatbots are examined using UTAUT2, including effort expectancy, performance expectancy, facilitating conditions, social influence, trust, and habit. This quantitative study used random sampling to collect data from 429 Jordanians via an online survey distributed through social media. SPSS and SEM in AMOS were applied to analyze the data. Results showed improved behavior and acceptance of chatbots in M-commerce.