The usage of chatbots in e-commerce

Abstract

Due to the exponential growth that e-commerce has experienced in recent years, and further boosted by the Covid-19 pandemic, traditional consumers are increasingly opting for e-commerce.
As such, e-businesses are continually looking for ways to improve their service, making it simpler and more accessible for the consumer, trying to provide a user-friendly experience. It is in this scenario that virtual assistants, more specifically chatbots, come into play, proving to be a simple, cheap and practical option for creating this user-friendly experience, being available 24 hours a day, requiring little or no maintenance and also being able to learn from their experiences and adapt to the customer in question through techniques such as conversational commerce.