Artificial Intelligence: A New Driver for Managing Customers in E-Commerce Smartly

Abstract

e-commerce is one such industry that preferred to stay back from the use of AI applications in the initial stages but finally, it has begun its journey towards the recent AI era. E-commerce also has faced a huge paradigm shift using AI-especially machine intelligence (MI), data analytics, and business intelligence. Online businesses nowadays are facing highly notable competition, and data is one of the most valuable resources for the flourishing and nourishing of any business. Presently, most of the businesses are app-based, and they share a virtual marketplace. Therefore, getting insights from the data and generating knowledge and wisdom from the information is the next main aim for getting a better customer experience, better decision-making, recommender system, or setting the dynamic pricing intelligently according to customers’ buying patterns and characteristics. This proposed chapter mainly focuses on the area where different AI techniques are used to improve customer experience in e-commerce. For better customer experience and getting a competitive advantage to create a new marketplace, e-commerce industries are now utilizing data analytics and MI, which in turn, a part of artificial intelligence (AI). Though the perception of AI is not new, widespread application of AI is emerging since the last couple of years, and this new era is the era of AI. 30The proposed chapter says about AI and its types, different AI techniques that are being applied by several e-commerce industries, and the present trends along with the future direction of AI for the e-commerce industry.