GENAI-POWERED CHATBOT FOR E-COMMERCE CUSTOMER SUPPORT

Abstract

The GENAI-Powered Chatbot for E-Commerce Customer Support is an intelligent web-based application designed to provide automated, real-time, and human-like customer support for online shopping platforms. The system is developed using HTML, CSS, and JavaScript for the frontend interface and powered by the Groq API integrated with the LLaMA 3.3 70B Large Language Model for advanced conversational intelligence. The primary objective of the chatbot is to assist customers by providing instant, accurate, and user-friendly responses to queries related to product information, order tracking, return policies, payment methods, pricing inquiries, and product recommendations for an e-commerce platform called ShopEasy. The chatbot utilizes advanced Natural Language Processing (NLP) and Generative Artificial Intelligence technologies to understand customer inputs, analyze intent, and generate context-aware responses dynamically in real time. Unlike traditional rulebased chatbot systems that rely on predefined responses and limited workflows, the proposed system leverages Generative AI to handle a wide variety of customer queries flexibly and intelligently. The chatbot can provide personalized product suggestions, assist users with order-related information, explain return and refund policies, and guide customers through payment and delivery processes efficiently. The application includes an interactive and user-friendly chat interface featuring quick-action buttons, typing indicators, conversation history, and responsive UI components to improve customer engagement and accessibility. The system provides 24/7 automated support without requiring constant human intervention, reducing customer waiting time and improving overall service quality. Real-time conversational capabilities allow customers to interact naturally with the chatbot, creating an experience similar to communicating with a human support agent.