Abstract

With cart abandonment rates of online shopping of almost 7 %, companies face substantial revenue losses due to incomplete purchases. Previous efforts have included retargeting strategies; however, AI-powered chatbots offer promising solutions for engaging customers to complete their cart. This study investigates how chatbots can be implemented in e-commerce platforms to reduce customers’ cart abandonment. Through semi-structured interviews, we identify key features that influence customer engagement. Our findings show that chatbots can help to mitigate uncompleted carts through human-like interactions, a high level of personalisation and strategic intervention points. Thus, this research contributes to Information Systems (IS) by suggesting a conceptual model outlining chatbot interventions for reducing cart abandonment and implementation strategies for online shops.

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