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Chatbot has emerged as a significant resolution to the swiftly growing customer care demands in recent times. Chatbot has emerged as one of the biggest technological disruptions. In simple words, a software agent that facilitates interaction between computers and humans in natural language. It is a simulated, intellectual dialogue agent functional in a range of consumer engagement circumstances. It is the easiest and simplest means to enable interaction between the retailers and the customers.

Most of the research work on chatbot is concerned with the technical aspects. The recent research on chatbot pays little attention on the impact it has created on users’ experience. Through this work, the author made an effort to know the customer-oriented impact that the chatbot has on the shoppers. The aim of this study was to develop and empirically test a framework that identifies the customer oriented …