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Increasing customer service efficiency through artificial intelligence chatbot
2022
REGE Revista de Gestão
PurposeThis study investigated the contribution of artificial intelligence (AI) to the efficiency of customer service. This study contributes to services technological innovation in process management, a field not yet settled in the literature.Design/methodology/approachAI is a multidisciplinary field of research that has stood out for the technological dynamism provided to organizational products and processes. The study was carried out at an Analytical Intelligence Unit (AIU) of a Brazilian
doi:10.1108/rege-07-2021-0120
fatcat:by2fj6dmqrhp7ab4bnvgrif3nq