AI chatbots in e-commerce
An English summary of the archived Turkish literature review on AI chatbots in e-commerce and digital public relations.
What does the study examine?
The review asks how online shops use AI chatbots to respond to customers and how this interaction fits into digital public relations. It connects the growth of online shopping with the shift from one-way communication to dialogue.
What does the review suggest?
The author identifies quicker responses to routine enquiries and continuous access to information as potential benefits. The review treats chatbots as one channel in the relationship between a retailer and its customers. Its conclusions are drawn from the literature it reviews.
How can a retailer use these ideas?
Start with common, well-defined questions. Agree when the conversation should move to a person and how to tell whether the customer received a useful answer. These are ways to apply the themes of the study to your own shop.