Empirical Insights into Female Gen Z's Perception and the Factors Influencing the Adoption of AI-Powered Customer Service Chatbots

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Abstract
The customer service sector across global businesses, particularly e-commerce, has transformed by adopting AI-powered customer service chatbots. As Kerala is considered to be the most digitally literate state in India a sample of 150 respondents was taken to examine those variables impacting adoption of AI-powered customer service chatbots among Female Gen Z. In this research, by utilizing the Technology Acceptance Model (TAM) framework many key drivers were identified and these insights will help business organizations design more effective chatbot solutions tailored to these demographics. The AI chatbot technology is designed to be responsive to the needs of women, providing them with an easily accessible and user-friendly product that aligns with their digital preferences. This paper identifies privacy and trust issues as key vulnerabilities for Female Gen Z, highlighting the need to address gender-based barriers in AI chatbot adoption. It offers solutions such as enhancing trust and security while promoting gender-sensitive technology design.

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