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Lorenzo Toni, Amazon, United StatesAbstract
This study investigates how AI-powered chatbots, calibrated to deliver behaviorally informed nudges, influence online shopping behavior in a realistic digital commerce setting. Using a randomized controlled trial (N = 220), participants were exposed to six conditions—five with chatbot variants (scarcity, social proof, personalization, dynamic pricing, neutral) and one control with no chatbot. The chatbot responses were designed using principles from behavioral economics, affective computing, and natural language processing (NLP). Behavioral outcomes were tracked, including impulsive purchases, cart value, product exploration, and satisfaction. Findings reveal that scarcity-based nudges drive the highest impulsivity, but personalization offers the most balanced outcome in terms of engagement and satisfaction. Even neutral chatbots improved over the control group, suggesting interface presence alone influences behavior. These findings raise ethical questions about transparency, consent, and persuasive design. The study contributes to emerging research on AI-mediated decision environments and offers concrete insights for responsible AI product development.
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Conference: ACP2025Stream: Linguistics, Language & Psychology/Behavioral Science
This paper is part of the ACP2025 Conference Proceedings (View)
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To cite this article:
Toni L. (2025) AI Nudges in E-Commerce: How Conversational Interfaces Shape Consumer Behavior Through Emotionally Intelligent Design ISSN: 2187-4743 – The Asian Conference on Psychology & the Behavioral Sciences 2025 Official Conference Proceedings (pp. 219-226) https://doi.org/10.22492/issn.2187-4743.2025.18
To link to this article: https://doi.org/10.22492/issn.2187-4743.2025.18
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