Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/122752
Title: | Chatbot to support the customer service process |
Authors: | Smutek, Tomasz Marczuk, Marcin Jarmuł, Michał Jurczak, Ewelina Pliszczuk, Damian |
Keywords: | Natural language processing (Computer science) Machine learning Chatbots Customer services -- Automation Customer services -- Data processing |
Issue Date: | 2024 |
Publisher: | University of Piraeus. International Strategic Management Association |
Citation: | Smutek, T., Marczuk, M., Jarmuł, M., Jurczak, E., & Pliszczuk, D. (2024). Chatbot to support the customer service process. European Research Studies Journal, 27(s2), 160-168. |
Abstract: | PURPOSE: This article aims to discuss the potential benefits and challenges associated with
implementing chatbots in customer service. With their ability to automate tasks, answer
FAQs, and engage in conversations, chatbots offer unique opportunities for enhancing
customer service. DESIGN/METHODOLOGY/APPROACH: This article provides a comprehensive analysis of chatbots' potential advantages, such as 24/7 availability, quick response times, cost reduction, and increased customer engagement capacity. The challenges that must be addressed for effective implementation are also highlighted. FINDINGS: The analysis indicates that chatbots can significantly enhance customer service by offering immediate assistance, reducing wait times, and automating repetitive tasks. This automation allows customer service agents to focus on more complex issues, improving customer satisfaction and reducing operational costs. PRACTICAL IMPLICATIONS: The practical implications include reducing the workload on human agents, cost savings due to automation, and providing consistent and efficient customer support at any time. Chatbots' scalability can help organizations meet customer demand without expanding the support team. ORIGINALITY/VALUE: This article offers valuable insights into how chatbots can transform customer service through automation and efficiency. It provides guidance on maximizing chatbots' potential while identifying and addressing challenges that arise during implementation. |
URI: | https://www.um.edu.mt/library/oar/handle/123456789/122752 |
Appears in Collections: | European Research Studies Journal, Volume 27, Special Issue 2 |
Files in This Item:
File | Description | Size | Format | |
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ERSJ27(s2)A15.pdf | 225.09 kB | Adobe PDF | View/Open |
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