Published Paper Details:

ABSTRACT Artificial Intelligence (AI) has revolutionized customer engagement, with chatbots emerging as a widely adopted tool for enhancing user interaction in online platforms. This study investigates the influence of AI-driven chatbots among Gen Z consumers in Thrissur, a segment known for its high digital adoption and reliance on technology. Using a sample of 150 respondents, the research examines the level of awareness, usage patterns, and perceptions of Gen Z towards AI chatbots, with specific focus on convenience, personalization, trust, and satisfaction. Data was analyzed to identify the extent to which chatbot interactions impact Gen Z's online shopping experience and decision-making behaviour. The findings reveal that chatbots significantly shape user engagement by providing instant assistance and personalized support, though challenges remain in building trust and reliability. The study provides valuable insights for businesses and service providers in Thrissur to design more effective AI-driven chatbot strategies tailored to the expectations of Gen Z consumers.