Chatbots and Customer Relationship Automation in E-Commerce

Maria Cristina Enache
Additional contact information
Maria Cristina Enache: Dunarea de Jos University of Galati, Romania

Economics and Applied Informatics, 2026, issue 1, 124-130

Abstract: This paper analyzes the automation of customer relationships in e-commerce using chatbots, highlighting the conceptual, functional and economic differences between rule-based solutions and hybrid chatbots based on intent recognition. Starting from a case study in the field of food delivery, the paper examines how these technologies influence operational efficiency, user experience and business process control. The conclusions show that, for small and medium-sized enterprises, rule-based chatbots often represent the most cost-effective solution, while hybrid chatbots become economically justified in contexts characterized by high volume and high diversity of interactions.

Keywords: e-commerce; chatbotLLM; artificial intelligence (search for similar items in EconPapers)
Date: 2026
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://eia.feaa.ugal.ro/images/eia/2026_1/Enache.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ddj:fseeai:y:2026:i:1:p:124-130

DOI: 10.35219/eai15840409582

Access Statistics for this article

More articles in Economics and Applied Informatics from "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration Contact information at EDIRC.
Bibliographic data for series maintained by Gianina Mihai ().