International Journal of Scientific Research and Engineering Development

The Rapid advancement of artificial intelligence has transformed the way organisations interact with their customers, making AI-powered chatbots an essential tool in modern customer service. This study examines the role of AI-powered chatbots in enhancing customer experience across various industries. It explores how chatbots improve customer interactions by providing instant responses, round-the-clock availability, and consistent service quality. The study also analyses the impact of advanced chatbot features such as natural language processing, machine learning, and automated decision-making on service efficiency and accuracy. In addition, it highlights the importance of personalisation, customer engagement, and omnichannel integration in improving customer satisfaction and loyalty. The research further evaluates customer perception and acceptance of chatbots compared to human agents, along with the cost efficiency achieved through automation. Overall, the study aims to provide a comprehensive understanding of how AI-powered chatbots contribute to improved customer experience in the digital business environment.

Dr.Geetha R, Mr.Yogesh Kumar S,"Role of AI-Powered Chatbots in Enhancing Customer Experience" International Journal of Scientific Research and Engineering Development, V9(1): Page(14895-1501) Jan-Feb 2026. ISSN: 2581-7175. www.ijsred.com. Published by Scientific and Academic Research Publishing.