Digital customer service today is also provided through AI chatbots, particularly when they designed with empathetic characteristics, constitutes a significant factor for eliciting positive customer responses and perceptions. However, can today's consumers perceive empathy features embedded within a chatbot that serves them, and concurrently, is it feasible for an AI chatbot to offer personalized and individualized service? Many advancements in technologies such as machine learning have dramatically increased the penetration of chatbots in the digital landscape and everyday customer service interactions. AI chatbots, have considered as popular digital business tools, enhancing employee productivity, improving customer service effectiveness. This research investigates the extent to which consumers perceive empathy through AI chatbots and explores whether the Chatbots that involved in this experiment can effectively contribute to delivering personalized service. Τhis research also investigates the extent to which consumers perceive artificial empathy of an AI chatbots and also explores whether the chatbots can effectively contribute to delivering personalized digital service.