Exploratory Analysis of Factors Influencing AI-Enabled Customer Experience for E-Commerce Industry

AI is the talk of the town in which the customer is a king. This research investigates how the integration of Artificial Intelligence in online shopping on e-commerce platforms can lead to AI enable customer experience. It also aims to explore the factors affecting artificial intelligence-enabled customer experience. The study is proposing a model from trust commitment theory and service quality model. The author used exploratory factor analysis to extract the constructs contributing to each variable in the model. Data is collected through a self-designed questionnaire wherein 150 people were targeted out of which 112 responded but after cleaning the data, 109 were left. As part of the conclusion, the author made some suggestions and recommendations for E-tailers deploying AI in services provided to their customers.