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  5. European Research Studies Journal
  6. 2024
  7. European Research Studies Journal, Volume 27, Special Issue 2
Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/122752
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dc.contributor.authorSmutek, Tomasz-
dc.contributor.authorMarczuk, Marcin-
dc.contributor.authorJarmuł, Michał-
dc.contributor.authorJurczak, Ewelina-
dc.contributor.authorPliszczuk, Damian-
dc.date.accessioned2024-05-24T09:17:04Z-
dc.date.available2024-05-24T09:17:04Z-
dc.date.issued2024-
dc.identifier.citationSmutek, 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.en_GB
dc.identifier.urihttps://www.um.edu.mt/library/oar/handle/123456789/122752-
dc.description.abstractPURPOSE: 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.en_GB
dc.description.abstractDESIGN/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.en_GB
dc.description.abstractFINDINGS: 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.en_GB
dc.description.abstractPRACTICAL 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.en_GB
dc.description.abstractORIGINALITY/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.en_GB
dc.language.isoenen_GB
dc.publisherUniversity of Piraeus. International Strategic Management Associationen_GB
dc.rightsinfo:eu-repo/semantics/openAccessen_GB
dc.subjectNatural language processing (Computer science)en_GB
dc.subjectMachine learningen_GB
dc.subjectChatbotsen_GB
dc.subjectCustomer services -- Automationen_GB
dc.subjectCustomer services -- Data processingen_GB
dc.titleChatbot to support the customer service processen_GB
dc.typearticleen_GB
dc.rights.holderThe copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder.en_GB
dc.description.reviewedpeer-revieweden_GB
dc.identifier.doi10.35808/ersj/3396-
dc.publication.titleEuropean Research Studies Journalen_GB
Appears in Collections:European Research Studies Journal, Volume 27, Special Issue 2

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