Today many online shopping websites use AI chatbot to talk with customers The chatbot answer fast and work all day and night 24/7. Because of this customer support becomes easy and quick. In this study we tried to see how these chatbots change customer satisfaction. For this we used old data which was already available online. In total, 45,782 customer reviews from different e-commerce platforms were used for analysis.To understand customer feelings, we used sentiment tools like BERT and VADER. We also used LDA method to find common topics in reviews. After that, we checked customer satisfaction using simple statistics. The results show that after using chatbots, customer ratings increased by 10.2% and positive sentiment also increased by 29.2%. But chatbot performance was not same in all cases. For simple questions, results were very good (34.7% improvement). But for complex problems, improvement was very less (only 8.3%).We also noticed that when chatbots replied in a more personal way, customers felt more satisfied. Their satisfaction increased by 42% and they were more interested to buy again (28% increase). Even though chatbots are useful for basic help, they still fail when problems are difficult. So, giving option to talk with human support is still very important.
