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Advisor(s)
Abstract(s)
Este estudo aborda a crescente importância da inteligência artificial (IA) no contexto organizacional, com ênfase na aplicação de chatbots para melhorar a eficiência operacional e transformar o atendimento ao cliente. Inicialmente, são discutidos aspectos sobre a natureza e a evolução dos chatbots, bem como as oportunidades e limitações que apresentam para o ambiente empresarial atual.
O problema da pesquisa busca entender o impacto dos chatbots nas empresas, examinando tanto os benefícios quanto os desafios associados ao seu uso. A questão central do estudo indaga sobre os efeitos positivos e negativos da adoção de chatbots nas organizações. A investigação foca em três áreas principais: o atendimento ao cliente, a eficiência dos processos internos e as relações interpessoais no ambiente corporativo.
Os objetivos do estudo incluem identificar benefícios e limitações dos chatbots, analisar sua influência na experiência do cliente e nas interações de trabalho, e propor diretrizes para uma implementação estratégica. Justifica-se pela necessidade das empresas de se adaptar a novas tecnologias para aumentar a competitividade e a eficiência, além de atender rapidamente às demandas do mercado.
A relevância do tema também se fundamenta no impacto dos chatbots nas dinâmicas de trabalho e nas interações entre empresas e clientes, sendo um fator essencial para a inovação e a pesquisa na área de gestão. O trabalho finaliza com uma síntese da estrutura da tese, detalhando os principais capítulos e objetivos específicos, proporcionando ao leitor uma visão clara das análises e descobertas apresentadas.
This study explores the growing importance of artificial intelligence (AI) in the organizational context, focusing specifically on the implementation of chatbots as strategic tools to enhance operational efficiency and transform customer service. It begins by examining the nature and recent evolution of chatbots, as well as the discussions surrounding their potential and limitations in today’s business environment. The research problem investigates the impacts of chatbots on companies, addressing both the benefits and challenges associated with their adoption. The guiding question of the study seeks to answer: What are the main positive and negative effects of implementing chatbots in organizations? The research focuses on three core areas: customer service, internal process efficiency, and interpersonal relationships within the corporate environment. The objectives include identifying the primary benefits and limitations of chatbots, assessing their influence on customer experience and work interactions, and finally, suggesting guidelines for an effective and strategic implementation of this technology. The study is justified by the urgent need for organizations to adapt to contemporary technological demands, aiming to boost competitiveness, optimize processes, and respond to market demands with agility and precision. The social and academic relevance of the topic is highlighted by considering the impact of chatbots on work dynamics and company-client interactions, a crucial factor for innovation and research in management. Lastly, the study provides an outline of the thesis structure, presenting the main chapters and specific objectives of each section to guide readers in understanding the research trajectory and findings presented in this study.
This study explores the growing importance of artificial intelligence (AI) in the organizational context, focusing specifically on the implementation of chatbots as strategic tools to enhance operational efficiency and transform customer service. It begins by examining the nature and recent evolution of chatbots, as well as the discussions surrounding their potential and limitations in today’s business environment. The research problem investigates the impacts of chatbots on companies, addressing both the benefits and challenges associated with their adoption. The guiding question of the study seeks to answer: What are the main positive and negative effects of implementing chatbots in organizations? The research focuses on three core areas: customer service, internal process efficiency, and interpersonal relationships within the corporate environment. The objectives include identifying the primary benefits and limitations of chatbots, assessing their influence on customer experience and work interactions, and finally, suggesting guidelines for an effective and strategic implementation of this technology. The study is justified by the urgent need for organizations to adapt to contemporary technological demands, aiming to boost competitiveness, optimize processes, and respond to market demands with agility and precision. The social and academic relevance of the topic is highlighted by considering the impact of chatbots on work dynamics and company-client interactions, a crucial factor for innovation and research in management. Lastly, the study provides an outline of the thesis structure, presenting the main chapters and specific objectives of each section to guide readers in understanding the research trajectory and findings presented in this study.
Description
Mestrado em IPB-ESTG e ASSOCIAÇÃO DE POLITÉCNICOS DO NORTE (APNOR): Instituto Politécnico do Cávado e do Ave, P. Porto, Instituto Politécnico de Viana do Castelo
Keywords
Chatbots Inteligência artificial Eficiência operacional Atendimento ao cliente Inovação organizacional