Authors : Nikith Nannapaneni; Dr. A. V. S. Prasad

Volume/Issue : Volume 11 - 2026, Issue 9 - September

Google Scholar : https://tinyurl.com/5xakvy5u

DOI : https://doi.org/10.38124/ijisrt/26sep1276

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : This study applies the Analytic Hierarchy Process to evaluate e-commerce chatbots across five customer-centered criteria: responsiveness, personalization, reliability, ease of use, and service quality. Chatbot services associated with Amazon, Myntra, Meesho, Flipkart, and AJIO are compared using these shared criteria. The study identifies which dimensions should be prioritized in chatbot evaluation and provides a structured basis for comparing platform performance. AHP organizes the criteria and translates their relative importance into comparative priorities. The findings are intended to inform the evaluation and improvement of e-commerce chatbot services in ways that reflect customer needs and expectations.

Keywords : Artificial Intelligence, E-commerce, Analytic Hierarchy Process.

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