Observational analysis shows AI-driven CRM systems improve customer satisfaction in India's e-commerce, highlighting engagement as key.
Key Points
AI-driven CRM tools significantly enhance customer satisfaction in Indian e-commerce, particularly in consumer electronics and personalization.
The study highlights that both personalization and responsiveness are critical in improving customer experiences, confirmed through structural equation modeling.
Surveying users aged 19-40 provided insights into how AI-enabled responsiveness and transparency drive satisfaction levels.
Implementing AI strategies may bolster operational efficiency and foster customer trust, aiding in retention and competitive advantage.