ROLE OF ARTIFICIAL INTELLIGENCE IN OPTIMIZING Q- COMMERCE LOGISTICS AND CUSTOMER EXPERIENCE IN INDUSTRY 5.0

The rapid evolution of Quick Commerce (Q-Commerce) has transformed retail delivery by enabling ultra-fast fulfillment and raising consumer expectations for speed and personalization. This study examines the pivotal role of Artificial Intelligence (AI) in optimizing logistics and enhancing customer experience within the Q-Commerce ecosystem, framed by the human-centric, ethical, and sustainable principles of Industry 5.0. Employing a mixed-method approach, the research analyzes AI technologies—such as predictive analytics, intelligent routing, chatbots, and recommendation engines—used by leading Q-Commerce platforms. Findings demonstrate that AI significantly accelerates last-mile delivery, improves inventory accuracy, and fosters real-time personalization that deepens consumer engagement. However, despite these operational gains, many platforms fall short of fully integrating Industry 5.0 values like ethical AI deployment, environmental sustainability, and inclusivity. The study concludes that AI must evolve beyond an efficiency tool to become a strategic enabler of equitable, sustainable, and people-first commerce, thus unlocking the full potential of Industry 5.0 in the Q-Commerce sector. This research
contributes valuable insights for businesses, policymakers, and technologists focused on developing scalable and responsible Q-Commerce solutions.