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There has been an increase in the amount of personal and commercial contacts in which conversational agents have become an integral feature. E-commerce will be one of many future applications for conversational agents, which are now in development. Any conversational agent, regardless of its field, has the ability to engage in one-on-one personalized real-time interaction with a human user and the ability to be available around the clock for that purpose. To date, there is no scientific or management framework. Measuring conversational agent phenomena. Providing real-time customer care via live chat interfaces has grown more popular in various e-commerce environments. Many companies are relying on artificial intelligence-powered chatbots instead of live chat operators because of their ability to speak with customers in a natural manner. Although AI-based chatbots have been widely implemented because of the potential savings in time and money, customers' expectations have not always been met, which could lead to decreased willingness on the part of users to comply with the chatbot's requests. [ABSTRACT FROM AUTHOR]