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This repository contains a study on how well AI chatbots actually help customers when they shop online. By looking at data from 30 different people, the project uses a custom-built digital dashboard to show that while chatbots are great at following instructions, they struggle to understand human emotions.
The dataset used in this project is included in this repository in Excel format.
- Microsoft Excel
- Interactive Dashboards (incorporating Slicers for segmentation)
- Pivot Tables
- VLOOKUP
- Data Cleaning
- Data Visualization (Dynamic Charts & Graphs)
- Identified Performance Gaps: Analyzed customer sentiment data to uncover a 23% disparity between chatbot functional efficiency (Mean: 3.8) and emotional intelligence (Mean: 3.1).
- Segmented Behavioral Trends: Utilized Interactive Slicers to filter consumer sentiment across different demographics and shopping frequencies, identifying specific friction points in the user journey.
- Data-Driven UX Recommendations: Transformed fragmented data points into structured insights to propose UI/UX improvements aimed at increasing chatbot empathy and user retention.
- Mean Score Interpretation: Evaluated primary research data from an N=30 pilot study to provide a statistically grounded baseline for e-commerce customer service performance.
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Excel_Data_Analysis_Pivot_VLOOKUP.xlsx → Contains raw data, analysis, pivot tables and visualizations
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Ayush Kumar (BBA AI) SEM 6TH Research paper .pdf → Final research paper in APA 7th edition format containing methodology, findings, analysis and conclusions
This project demonstrates advanced proficiency in transforming fragmented primary research into structured business intelligence. By combining technical Excel engineering with strategic statistical modeling, I successfully identified critical friction points in AI-customer interactions. This research provides a data-backed framework for optimizing UI/UX strategies in the e-commerce sector, showcasing the practical application of business analytics to solve complex, real-world operational challenges.
Ayush Kumar