IMPLEMENTATION OF AN AI-BASED CHATBOT SYSTEM FOR CUSTOMER SUPPORT IN GUMALTI SUPERSTORE

This project focuses on the implementation of an AI-based chatbot system tailored for customer support at Gumalti Superstore. The chatbot was developed to address the need for efficient and scalable customer service in a busy retail environment. It utilises modern web technologies, including PHP, MySQL, HTML5, CSS, and Bootstrap, along with an admin panel designed with the AdminLTE template for managing responses, settings, and unanswered queries. The chatbot system achieved its primary objectives: simulating intelligent conversations, providing accurate responses to customer queries with a 95% accuracy rate, and facilitating continuous improvement through an admin interface. Testing demonstrated an average response time of 1.2 seconds, enhancing customer engagement and satisfaction. However, approximately 5% of queries were logged as unanswered, highlighting the need for future enhancements, such as expanding the response database and integrating advanced natural language processing (NLP). The system significantly improved operational efficiency, offering 24/7 customer support while reducing the need for human intervention. Recommendations for further development include automating response suggestions, enabling multilingual support, and incorporating user feedback mechanisms to refine system performance. The project underscores the transformative potential of AI-driven solutions in retail settings, contributing to enhanced customer experiences and operational excellence.