Impact of chatbots on consumer purchase decision

Abstract

The project aims to understand the impact of chatbots on consumer purchase decision. By the end of the project, we aim to understand the purchase intention of customers after usage of chatbots. We extend our study to compare the hypothesis between FMCG products and IT products. We aim to find if there is any correlation between purchasing FMCG or IT product after usage of chatbots. The experiment conducted was causal in nature. We used questionnaire to understand the consumer behavior while using chatbots. The questionnaire contains a detailed analysis of customers demographics, understanding, experience, review, knowledge, interest of chatbots. Qualtrics was used to collect the data and SPSS was used to analyze the data. We performed secondary research to have a deep understanding of chatbots market and the revenue that is generated from the chatbots and how important the chatbots are to any business. We studied about the benefits of using chatbots and challenges surrounding them. Descriptive analysis like t-test is used to analyse the data received in the primary research. Based on the data we analysed, and the primary and secondary research conducted, we came up with a conclusion about our proposed hypothesis. The limitation of our research is also included at the end of the report.