Chatbot-XAI—The New Age Artificial Intelligence Communication Tool for E-Commerce

Abstract

XAI chatbots in e-commerce refer to chatbots that are customized to use natural language processing (NLP) and machine learning (ML) algorithms to recognise and comprehend customer queries and deliver personalized and tailored recommendations and assistance to customers during online shopping. The primary benefit of XAI chatbots in ecommerce is that they can support and clarify their decision-making process and procedures to customers more clearly and helps in building trust and transparency, by decreasing the possibility for errors or biases. Today XAI chatbot can explain why it recommends and proposes a particular product to his customer based on the prior preferences, previous purchases, and browsing history. This chapter aims to provide an overview of how XAI chatbots can be used as a tool in ecommerce to improve customer experience and increase sales. Overall, XAI chatbots have the potential to revolutionize the ecommerce industry however, they must be designed and implemented carefully to ensure they are ethical, secure, and compliant with privacy regulations. The chapter will in detail delve into the technical aspects of XAI chatbots, including the machine learning algorithms and natural language processing techniques used to build them. With the help of detailed pictorial representation, it will exhibit the importance of transparency and interpretability in XAI chatbots with various techniques and approaches of explaining the chatbot's decision-making process to customers. Overall, this chapter will provide a comprehensive overview of XAI chatbots as a tool in ecommerce and their potential impact on the industry.