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Chatbots as strategic tools in organizations

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datacite.subject.fosEngenharia e Tecnologia
datacite.subject.sdg09:Indústria, Inovação e Infraestruturas
dc.contributor.authorLopes, Isabel Maria
dc.contributor.authorGuarda, Teresa
dc.contributor.authorOliveira, Pedro
dc.contributor.authorRibeiro, Maria Isabel
dc.contributor.authorFernandes, António
dc.date.accessioned2026-04-10T09:34:42Z
dc.date.available2026-04-10T09:34:42Z
dc.date.issued2026
dc.description.abstractThe growing importance of artificial intelligence (AI) in the business and sci-entific context is evident. Organizations must begin to coexist and use AI as any other tool that increases their efficiency and effectiveness. Based on this, this research work focuses on the application of chatbots to improve operation-al efficiency and transform customer service. The main objective of this work is to have a perception of the real impact that chatbots have on companies, that is, to see the benefits and main challenges associated with their use. The main question of the study addresses the positive and negative impacts of imple-menting chatbots in companies, focusing on three fundamental areas: the first focuses on customer service, the second on the effectiveness of internal proce-dures and the third on interpersonal interactions in the business context. This study is justified by the need for companies to adapt to emerging technologies to increase competitiveness and efficiency, in addition to responding promptly to market demands. The study, no matter how much its authors try to reach the whole, is impossible. Thus, limitations of this study are pointed out, as well as suggestions for future work.eng
dc.description.sponsorshipThis work was supported by national funds through FCT/MCTES (PIDDAC): UID/04752, Applied Management Research Unit (UNIAG).
dc.identifier.citationLopes, Isabel Maria; Guarda, Teresa; Oliveira, Pedro; Ribeiro, Maria Isabel; Fernandes, António (2026). Chatbots as strategic tools in organizations. In Workshops of the International Conference on Advanced Research in Technologies, Information, Innovation and Sustainability, ARTIIS 2025. Cartagena. 2, p. 415- 423. ISSN 1865-0929. Doi: 10.1007/978-3-032-16851-1_29
dc.identifier.doi10.1007/978-3-032-16851-1
dc.identifier.issn1865-0929
dc.identifier.urihttp://hdl.handle.net/10198/36496
dc.language.isoeng
dc.peerreviewedyes
dc.publisherSpringer
dc.relationUnidade de Investigação Aplicada em Gestão
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectChatbots
dc.subjectArtificial Intelligence
dc.subjectTechnology Acceptance Model
dc.titleChatbots as strategic tools in organizationseng
dc.typeconference object
dspace.entity.typePublication
oaire.awardNumberUID/GES/04752/2019
oaire.awardTitleUnidade de Investigação Aplicada em Gestão
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UID%2FGES%2F04752%2F2019/PT
oaire.citation.conferencePlaceCartagena
oaire.citation.endPage423
oaire.citation.startPage415
oaire.citation.titleWorkshops of the International Conference on Advanced Research in Technologies, Information, Innovation and Sustainability, ARTIIS 2025
oaire.citation.volume2
oaire.fundingStream6817 - DCRRNI ID
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameLopes
person.familyNameOliveira
person.familyNameRibeiro
person.familyNameFernandes
person.givenNameIsabel Maria
person.givenNamePedro
person.givenNameMaria Isabel
person.givenNameAntónio
person.identifier2474707
person.identifier.ciencia-id8812-AE1C-A316
person.identifier.ciencia-id8D1B-9409-7921
person.identifier.ciencia-id831E-7E0E-DFC1
person.identifier.orcid0000-0002-5614-3516
person.identifier.orcid0000-0001-8346-1694
person.identifier.orcid0000-0002-5425-006X
person.identifier.orcid0000-0002-9971-4796
person.identifier.ridA-1728-2014
person.identifier.scopus-author-id55211017300
person.identifier.scopus-author-id58492545800
person.identifier.scopus-author-id55815966700
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
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