Publicação
Chatbots in Customer Service: Implications for the Consumer Experience
| Resumo: | This study examines the role of chatbots in customer support, highlighting how these technologies influence the customer experience, with a focus on efficiency, accessibility and service continuity (Huang & Rust, 2018). Chatbots offer benefits such as rapid responses, 24/7 availability and optimisation of business resources, but they also have limitations, such as a lack of empathy and difficulties in handling complex situations, which can affect customer perception. Although they bring advances in automation, it is suggested that chatbots be used to complement human customer service, adopting a hybrid model that combines efficiency with a more welcoming and qualitative approach. |
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| Autores principais: | Duarte , Tamara Filipa Henriques |
| Assunto: | Chatbots Atendimento ao cliente Experiência Inteligência Artificial Automatização chatbots Customer Service Customer Experience Artificial Intelligence Automation |
| Ano: | 2026 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | unknown |
| Instituição associada: | Instituto Politécnico do Porto |
| Idioma: | português |
| Origem: | The Trends Hub |
| Resumo: | This study examines the role of chatbots in customer support, highlighting how these technologies influence the customer experience, with a focus on efficiency, accessibility and service continuity (Huang & Rust, 2018). Chatbots offer benefits such as rapid responses, 24/7 availability and optimisation of business resources, but they also have limitations, such as a lack of empathy and difficulties in handling complex situations, which can affect customer perception. Although they bring advances in automation, it is suggested that chatbots be used to complement human customer service, adopting a hybrid model that combines efficiency with a more welcoming and qualitative approach. |
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