Abstract :

The Rapid Expansion Of E-commerce Platforms Has Significantly Increased The Demand For Efficient And Scalable Customer Support Systems. Traditional Customer Service Models, Which Rely Heavily On Human Agents, Often Face Challenges Such As High Operational Costs, Delayed Response Times, And Limited Availability. To Address These Challenges, Conversational AI-based Chatbots Have Emerged As A Promising Solution For Automating Customer Interactions And Enhancing User Experience.This Research Presents The Design And Implementation Of An Intelligent Multi-domain Chatbot Tailored For E-commerce Customer Support. The Proposed System Integrates Natural Language Processing (NLP) Techniques, Intent Classification, Entity Extraction, FAQ Matching, And Context-aware Response Generation To Deliver Accurate And Efficient Customer Assistance. Unlike Conventional Chatbots That Operate Within A Single Domain, The Proposed System Supports Multiple Domains, Including E-commerce, Banking, And Healthcare, Demonstrating Its Flexibility And Scalability.The Chatbot Employs A Rule-based And Pattern-matching Approach For Intent Detection, Enabling It To Classify User Queries Into Predefined Categories Such As Order Tracking, Refund Requests, Password Reset, Complaint Handling, And General Inquiries. Entity Extraction Mechanisms Are Implemented To Identify Critical Information Such As Order IDs, Account Numbers, Email Addresses, And Service-specific Parameters. This Structured Information Enables The Chatbot To Provide Precise And Contextually Relevant Responses.A Key Feature Of The System Is Its Ability To Handle Multiturn Conversations Through A Conversation Context Module. This Allows The Chatbot To Maintain Session Continuity And Guide Users Through Complex Workflows, Such As Password Recovery Or Appointment Booking.

Published:

07-4-2026

Issue:

Vol. 26 No. 4 (2026)

Page Nos:

1416-1426

Section:

Articles

License:

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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