EVALUATING THE ROLE OF ARTIFICIAL INTELLIGENCE-POWERED CHATBOTS IN E-COMMERCE PLATFORMS: A CASE STUDY OF NORTHERN NIGERIAN SMES
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- Table of Content: Available
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- NGN 5000
Background of the Study
The e-commerce sector is rapidly growing in Nigeria, driven by increasing internet penetration and mobile technology adoption. However, Small and Medium Enterprises (SMEs) in Northern Nigeria face challenges in managing customer inquiries, providing 24/7 support, and ensuring timely responses to customers. These challenges can hinder customer satisfaction and business growth.
Artificial Intelligence (AI)-powered chatbots have emerged as transformative tools for e-commerce platforms. These virtual assistants can handle multiple customer interactions simultaneously, answer queries in real-time, and provide personalized recommendations. By automating customer service, chatbots reduce operational costs and enhance customer satisfaction.
This study evaluates the role of AI-powered chatbots in improving e-commerce operations for SMEs in Northern Nigeria. It explores how these tools enhance customer engagement, streamline business processes, and contribute to the success of e-commerce platforms in the region.
Statement of the Problem
Northern Nigerian SMEs operating in e-commerce face limitations in providing efficient customer service due to resource constraints and the lack of scalable solutions. Traditional customer service methods are often inadequate to meet the growing demands of online shoppers. This study investigates how AI-powered chatbots can address these challenges and improve customer interactions on e-commerce platforms.
Aim and Objectives of the Study
Aim:
To evaluate the role of AI-powered chatbots in enhancing e-commerce platforms for SMEs in Northern Nigeria.
Objectives:
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To identify the challenges SMEs face in managing customer interactions on e-commerce platforms.
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To assess the effectiveness of AI-powered chatbots in improving customer service.
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To evaluate the impact of AI chatbots on customer satisfaction and business growth for SMEs in Northern Nigeria.
Research Questions
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What challenges do Northern Nigerian SMEs face in managing customer service on e-commerce platforms?
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How do AI-powered chatbots improve customer interactions and satisfaction in e-commerce?
Research Hypotheses
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AI-powered chatbots improve customer response time on e-commerce platforms.
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The use of AI chatbots enhances customer satisfaction and retention for Northern Nigerian SMEs.
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AI chatbots contribute to the growth of e-commerce businesses by reducing operational costs.
Significance of the Study
This study highlights the potential of AI-powered chatbots to transform e-commerce operations for SMEs in Northern Nigeria. Its findings provide valuable recommendations for adopting chatbots to improve customer service and drive business growth.
Scope and Limitation of the Study
The study focuses on Northern Nigerian SMEs utilizing e-commerce platforms and their adoption of AI-powered chatbots. Limitations include the availability of data specific to SMEs in this region and the varying levels of chatbot adoption.
Definition of Terms
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Artificial Intelligence (AI): The simulation of human intelligence processes by computer systems.
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Chatbots: AI-powered software applications designed to simulate human conversation and provide automated responses.
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E-commerce Platforms: Digital platforms that facilitate the buying and selling of goods and services online.
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