Satisfacción del cliente en la logística: un análisis de chatbots en las empresas líderes de Colombia, Perú y Ecuador
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Resumen
Este artículo analiza el impacto potencial de los chatbots en el mejoramiento del servicio al cliente en la industria logística, evaluandoel rendimiento de diez destacadas empresas en Colombia, Perú y Ecuador (zona CPE). Estas empresas, insertas en el sector de servicios logísticos, desempeñan un papel crucial en la cadena de suministro, ofreciendo servicios especializados que abarcan transporte, almacenamiento y otras áreas dentro de su actividad económica. El estudio, que incluyó a 1250 usuarios individuales tipo B2C (empresa a consumidor) de chatbots, se enfocó en analizar la efectividad de estas herramientas y su repercusión en la conformidad del cliente. Mediante análisis de regresión múltiple, se identificaron elementos fundamentales que inciden en la satisfacción del cliente, como la capacidad de abordar problemas,el conocimiento detallado de la empresa, la autonomía en la resolución de problemas, la precisión gramatical y la reputación general. Los resultados destacan el potencial de los agentes virtuales para mejorar significativamente la atención al consumidor en la logística, señalando su eficacia en la resolución de problemas, familiaridad con productos y servicios, autonomía en la resolución de problemas, corrección gramatical y recomendaciones de usuarios. Estos hallazgos son cruciales para el sector logístico, subrayando el papel transformador de los chatbots en la elevación de la satisfacción del cliente y la eficiencia operativa mediante la integración tecnológica.
Palabras Clave
chatbot, efectividad, logística, regresión múltiple, servicio chatbot, effectivenes, logistics, multiple regression, service
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Abd-Alrazaq, A.A., Rababeh, A., Alajlani, M., Bewick, B.M. y House M. (2020). Effectiveness and Safety of Using Chatbots to Improve Mental Health: Systematic Review and Meta- Analysis. Journal of Medical Internet Research, 22(7). https://doi.org/10.2196/16021
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Brendel, A.B., Mirbabaie, M., Lembcke T.-B. y Hofeditz L. (2021). Ethical Management of Artificial Intelligence. Sustainability, 13(1974). https://doi.org/10.3390/su13041974
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Calvaresi, D., Calbimonte, J.-P., Siboni, E., Eggenschwiler, S., Manzo, G., Hilfiker, R. y Schumacher M. (2021), EREBOTS: Privacy-Compliant Agent-Based Platform for Multi- Scenario Personalized Health-Assistant Chatbots. Electronics, 10(666). https://doi.org/10.3390/electronics10060666
Chen, J., Le T. y Florence, D. (2021). Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retailing and Distribution Management, 49(11), 1512–1531. https://doi.org/10.1108/IJRDM-08-2020-0312
Davenport, T., Guja, A., Grewal, D. y Bressgott, T. (2020). How artificial intelligence will change the future or marketing. Journal of the Academic Marketing Science. 48: 24-42. https://doi.org/10.1007/s11747-019-00696-0
Doval, E., Viladrich, C. y Angulo-Brunet, A. (2023). Coefficient Alpha: The Resistance of a Classic. Psicothema, 35 (1), 5-20. https://doi.org/10.7334/psicothema2022.321
Espinheira, P.L. y de Oliveira Silva, A. (2020). Residual and influence analysis to a general class of simplex regression. Test, 29, 523-552. https://doi.org/10.1007/s11749-019-00665-3
Dubin, R. (1988). Estimation of Regression Coefficients in the Presence of Spatially Autocorrelated Error Terms. Review of Economic Statistics, 70(3), 466-474. https://doi.org/10.2307/1926785
Fan, H., Gao, W. y Han, B. (2023). Are AI chatbots a cure-all? The relative effectiveness of chatbot ambidexterity in crafting hedonic and cognitive smart experiences. Journal of Business Research, 156(113526). https://doi.org/10.1016/j.jbusres.2022.113526
Haseeb, M., Hussain, H., Slusarczyk, B. y Jermsittiparset, K. (2019). Industry 4.0: A Solution Towards Technology Challenges of Sustainable Business Performance. Social Sciences, 8(154). https://doi.org/10.3390/socsci8050154
Ho, S.P.S. y Chow, M.Y.C. (2023). The Role of artificial intelligence in Consumers' brand preference for retail banks in Hong Kong. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00207-3
Hudiyono, R.F. (2022). Exploring Indonesian Companies’ Chatbots to Gather Customer Experience. Proceedings, 83(1). https://doi.org/10.3390/proceedings2022083001
Illescas-Manzano, M. López, N., Gónzalez, N, y Rodríguez, C. (2021). Implementation of Chatbot in Online Commerce, and Open Innovation. Journal of Open Innovation: Technology, Marketing and Complexity, 7(125). https://doi.org/10.3390/joitmc7020125
Ivanov, S. (2020). The First Chatbot of a Tourism/Hospitality Journal: Editor’s Impressions. European Journal of Tourism Research, 24(2401). https://doi.org/10.54055/ejtr.v24i.403
Jiang, K., Qin, M. y Li, S. (2022). Chatbots in Retail: How do the affect the continued use and purchase intentions of Chinesse consumers?. Journal of Consumer Behavior, 21(4),756-772. https://doi.org/10.1002/cb.2034
Jenneboer, L., Herrando, C. y Constantinides, E. (2022). The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review. Journal of Theoretical and Applied Electronic Commerce Research, 17, 212-229. https://doi.org/10.3390/jtaer17010011
Khanum, S. y Mustafa K. (2022). A systematic literature review on sensitive data protection in blockchain applications. Concurrency and Computation Practice and Experience, 35(1). https://doi.org/10.1002/cpe.6426
King, A. y Eckersly, R. (2029). Inferencial Statistics IV: Choosing a Hypotesis Test. USA: Academic Press, 144-171. https://doi.org/10.1016/B978-0-08-102939-8.00016-5
Klein, A., Gerhard, C., Büchner, R., Diestel, S. y Schermelleh-Engel, K. (2016). The Detection of Heteroscedasticity in Regression Models for Psychological Data. Psycho Tests Assess Model, 58(4), 543-568. Available on the Internet: https://www.psychologie-aktuell.com/fileadmin/download/ptam/4-2016_20161219/01_Klein-final.pdf
Lappeman, J., Marlie, S., Johnson, T. y Poggenpoel S. (2022). Trust and digital privacy: willingness to disclose personal information to banking chatbot services. Journal of Financial Services Marketing. https://doi.org/10.1016/j.chb.2021.106747
Mageira, K., Pittou, D. Papasalouros, A, Kotis, K., Zangogianni, P. y Daradoumis, A. (2020). Educational AI Chatbots for Content and Language Integrated Learning. Applied Sciences, 12(3239). https://doi.org/10.3390/app12073239
Marjerison, R.K., Zhang, Y. y Zheng H. (2022). AI in E-Commerce: Application of the Use and Gratification Model to The Acceptance of Chatbots. Sustainability, 14(14270). https://doi.org/10.3390/su142114270
Mohd Rahim, N.I., Iahad, A., Yusof A.F. y Al-Sharafi, M. (2022). AI-Based Chatbots Adoption Model for Higher-Education Institutions: A Hybrid PLS-SEM-Neural Network Modelling Approach. Sustainability, 14 (12726). https://doi.org/10.3390/su141912726
Nicolescu, L. y Turodache, M. (2022). Human-Computer Interaction in Customer Service: The Experience with AI Chatbots – A Systematic Literature Review. Electronics, 11, 1579. https://doi.org/10.3390/electronics11101579
OECD [The Organisation for Economic Co-operation and Development], 2021, Artificial Intelligence, Machine Learning, and Big Data in Finance: Opportunities, Challenges, and Implications for Policy Makers. Available on the Internet: https://www.oecd.org/finance/artificial-intelligence-machine-learning-big-data-in- finance.htm (11/08/2021)
Nguyen, D.M., Chiu, Y.-T.H. y Le, H.D. (2021). Determinants of Continuance Intention towards Banks' Chatbot Services in Vietnam: A Necessity for Sustainable Development. Sustainability, 13(7625). https://doi.org/10.3390/su13147625
Pereira, T., Limberger, P.F., Minasi, S.M. y Buhalis, D. (2022). New Insights into Consumers’ Intention to Continue Using Chatbots in the Tourism Context. Journal of Quality Assurance Hospitality Tourism, 1–27. https://doi.org/10.1080/1528008X.2022.2136817
Puspitasari, I.W., Rinawan, F.R., Purnama, W.G., Susiarno, H. y Susanti A. (2022), A.I. Development of a Chatbot for Pregnant Women on a Posyandu Application in Indonesia: From Qualitative Approach to Decision Tree Method. Informatics, 9(88). https://doi.org/informatics9040088
Rafiq, F., Dogra, N., Adil, M. y Wu, J.-Z., (2022). Examining Consumer’s Intention to Adopt AI- Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method. Mathematics, 10(2190). https://doi.org/10.3390/math10132190
Rathnayaka, P., Mills, N., De Silva, D., Alahakoon, D. y Gray R., 2022, A Mental Health Chatbot with Cognitive Skills for Personalised Behavioural Activation and Remote Health Monitoring. Sensors, 22(3653). https://doi.org/10.3390/s22103653
Raza, M., Ahmed, M., Razzaque, S. y Hina, H. (2023). Testing for Heteroskedascity in the Presence of Outliers. Journal of Eduaction and Social Studies, 4(2), 313-329. https://doi.org/10.52223/jess.2023.4209
Ridha, M., Haura Maharani, K. (2022). Implementation of Artificial Intelligence Chatbot in Optimizing Customer Service in Financial Technology Company PT. FinAccel Finance Indonesia. Proceedings, 83(210. https://doi.org/10.3390/proceedings2022083021
Sarker, I.H. (2022), Machine Learning: Algorithms Real World Applications and Research Directions. SN Computer Sciences, 2(160). https://doi.org/10.1007/s42979-021-00592-x
Senaviratna, N.A.M.R. y Cooray, T.M.J. (2019). Diagnosing Multicollinearity of Logistic Regression Model. Asian Journal of Probability and Statistics, 5(2), 1-9. https://doi.org/10.9734/ajpas/2019/v5i230132
Sung, X., Yu, H. y Solvang W.D. (2022). Measuring the Effectiveness of AI-Enabled Chatbots in Customer Service Using AnyLogic Simulation. In Proceedings of the International Workshop of Advanced Manufacturing and Automation, IWAMA, Xiamen, China, 11–12 October 2022. https://doi.org/10.1007/978-981-19-9338-1_33
Taber, K. S. (2018). The Use of Cronbach’s Alpha when Developing and Reporting Research Instruments in Science Education. Research Science Education, 48, 1273-1296. https://doi.org/10.1007/s11165-016-9602-2
Tan, S. y Liew, T. (2022). Multi-Chatbot or Single-Chatbot? The Effects of M-Commerce Chatbot Interface on Source Credibility, Social Presence, Trust, and Purchase Intention. Human Behavior and Emergency Technologies. https://doi.org/10.1155/2022/2501538
Tran, A., Pallant, J. y Johnson, L. (2021). Exploring the Impact of Chatbots on Customer Sentiment and Expectations in Retail. Journal of Retailing and Customer Services, 63. https://doi.org/10.1016/j.jretconser.2021.102718
Trappey, A.J.C., Trappey, C.V., Chao, M.-H., Hong, N.-J., Wu, C.-T. (2021). A VR-Enabled Chatbot Supporting Design and Manufacturing of Large and Complex Power Transformers. Electronics, 11(87). https://doi.org/10.3390/electronics11010087
Um, T., Kim, T. y Chung, N. (2020). How Does an Intelligent Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services. Sustainability, 12(5119). https://doi.org/10.3390/su12125119
Wetzel, P. y Hofmann, E. (2020). Toward a Mukti-Sided Model of Service Quality for Logistics Service Providers. Administrative Sciences, 12(79). https://doi.org/10.3390/admsci10040079
Xu, Y., Shieh, C., Van Esch, P. y Ling, I. (2020). AI Customer Service: Task Complexity, Problem-
Solving Ability, and Usage Intention. Australasian Marketing Journal, 28(4), 189–199. https://doi.10.3389/fpsyg.2022.922503
Yun, J. y Park, J. (2022). The Effects of Chatbot Service Recovery with Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-of-Mouth. Frontiers in Psychology, 13. https://doi/org/10.3389/fpsyg.2022.922503
Zhang, B., Zhu, Y., Deng,, J., Zhen W., Liu, Y., Wang, C. y Zeng R. (2022). “I Am Here to Assist Your Tourism”: Predicting Continuance Intention to Use AI-based Chatbots for Tourism. Does Gender Really Matter?. International Journal of Human-Computer Interaction, 1–17. https://doi.org/10.1080/10447318.2022.2124345
Zhang J., Følstad, A. y Bjørkli C. (2021). Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service. Journal of Internet Commerce, 22(1). https://doi.org/10.1080/15332861.2021.1966723
Adamapolou, E. y Moussiades, L. (2020). Chatbots: History, technology, and applications. Machine Learning with Applications, 2(100006). https://doi.org/101016/j.mlva.2020.100006
Brendel, A.B., Mirbabaie, M., Lembcke T.-B. y Hofeditz L. (2021). Ethical Management of Artificial Intelligence. Sustainability, 13(1974). https://doi.org/10.3390/su13041974
Caldarini, G., Jaf, S. y McGarry, K. (2022). A Literature Survey of Recent Advances in Chatbots. Information, 13(41). https://doi.org/10.3390/info13010041
Calvaresi, D., Calbimonte, J.-P., Siboni, E., Eggenschwiler, S., Manzo, G., Hilfiker, R. y Schumacher M. (2021), EREBOTS: Privacy-Compliant Agent-Based Platform for Multi- Scenario Personalized Health-Assistant Chatbots. Electronics, 10(666). https://doi.org/10.3390/electronics10060666
Chen, J., Le T. y Florence, D. (2021). Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retailing and Distribution Management, 49(11), 1512–1531. https://doi.org/10.1108/IJRDM-08-2020-0312
Davenport, T., Guja, A., Grewal, D. y Bressgott, T. (2020). How artificial intelligence will change the future or marketing. Journal of the Academic Marketing Science. 48: 24-42. https://doi.org/10.1007/s11747-019-00696-0
Doval, E., Viladrich, C. y Angulo-Brunet, A. (2023). Coefficient Alpha: The Resistance of a Classic. Psicothema, 35 (1), 5-20. https://doi.org/10.7334/psicothema2022.321
Espinheira, P.L. y de Oliveira Silva, A. (2020). Residual and influence analysis to a general class of simplex regression. Test, 29, 523-552. https://doi.org/10.1007/s11749-019-00665-3
Dubin, R. (1988). Estimation of Regression Coefficients in the Presence of Spatially Autocorrelated Error Terms. Review of Economic Statistics, 70(3), 466-474. https://doi.org/10.2307/1926785
Fan, H., Gao, W. y Han, B. (2023). Are AI chatbots a cure-all? The relative effectiveness of chatbot ambidexterity in crafting hedonic and cognitive smart experiences. Journal of Business Research, 156(113526). https://doi.org/10.1016/j.jbusres.2022.113526
Haseeb, M., Hussain, H., Slusarczyk, B. y Jermsittiparset, K. (2019). Industry 4.0: A Solution Towards Technology Challenges of Sustainable Business Performance. Social Sciences, 8(154). https://doi.org/10.3390/socsci8050154
Ho, S.P.S. y Chow, M.Y.C. (2023). The Role of artificial intelligence in Consumers' brand preference for retail banks in Hong Kong. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00207-3
Hudiyono, R.F. (2022). Exploring Indonesian Companies’ Chatbots to Gather Customer Experience. Proceedings, 83(1). https://doi.org/10.3390/proceedings2022083001
Illescas-Manzano, M. López, N., Gónzalez, N, y Rodríguez, C. (2021). Implementation of Chatbot in Online Commerce, and Open Innovation. Journal of Open Innovation: Technology, Marketing and Complexity, 7(125). https://doi.org/10.3390/joitmc7020125
Ivanov, S. (2020). The First Chatbot of a Tourism/Hospitality Journal: Editor’s Impressions. European Journal of Tourism Research, 24(2401). https://doi.org/10.54055/ejtr.v24i.403
Jiang, K., Qin, M. y Li, S. (2022). Chatbots in Retail: How do the affect the continued use and purchase intentions of Chinesse consumers?. Journal of Consumer Behavior, 21(4),756-772. https://doi.org/10.1002/cb.2034
Jenneboer, L., Herrando, C. y Constantinides, E. (2022). The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review. Journal of Theoretical and Applied Electronic Commerce Research, 17, 212-229. https://doi.org/10.3390/jtaer17010011
Khanum, S. y Mustafa K. (2022). A systematic literature review on sensitive data protection in blockchain applications. Concurrency and Computation Practice and Experience, 35(1). https://doi.org/10.1002/cpe.6426
King, A. y Eckersly, R. (2029). Inferencial Statistics IV: Choosing a Hypotesis Test. USA: Academic Press, 144-171. https://doi.org/10.1016/B978-0-08-102939-8.00016-5
Klein, A., Gerhard, C., Büchner, R., Diestel, S. y Schermelleh-Engel, K. (2016). The Detection of Heteroscedasticity in Regression Models for Psychological Data. Psycho Tests Assess Model, 58(4), 543-568. Available on the Internet: https://www.psychologie-aktuell.com/fileadmin/download/ptam/4-2016_20161219/01_Klein-final.pdf
Lappeman, J., Marlie, S., Johnson, T. y Poggenpoel S. (2022). Trust and digital privacy: willingness to disclose personal information to banking chatbot services. Journal of Financial Services Marketing. https://doi.org/10.1016/j.chb.2021.106747
Mageira, K., Pittou, D. Papasalouros, A, Kotis, K., Zangogianni, P. y Daradoumis, A. (2020). Educational AI Chatbots for Content and Language Integrated Learning. Applied Sciences, 12(3239). https://doi.org/10.3390/app12073239
Marjerison, R.K., Zhang, Y. y Zheng H. (2022). AI in E-Commerce: Application of the Use and Gratification Model to The Acceptance of Chatbots. Sustainability, 14(14270). https://doi.org/10.3390/su142114270
Mohd Rahim, N.I., Iahad, A., Yusof A.F. y Al-Sharafi, M. (2022). AI-Based Chatbots Adoption Model for Higher-Education Institutions: A Hybrid PLS-SEM-Neural Network Modelling Approach. Sustainability, 14 (12726). https://doi.org/10.3390/su141912726
Nicolescu, L. y Turodache, M. (2022). Human-Computer Interaction in Customer Service: The Experience with AI Chatbots – A Systematic Literature Review. Electronics, 11, 1579. https://doi.org/10.3390/electronics11101579
OECD [The Organisation for Economic Co-operation and Development], 2021, Artificial Intelligence, Machine Learning, and Big Data in Finance: Opportunities, Challenges, and Implications for Policy Makers. Available on the Internet: https://www.oecd.org/finance/artificial-intelligence-machine-learning-big-data-in- finance.htm (11/08/2021)
Nguyen, D.M., Chiu, Y.-T.H. y Le, H.D. (2021). Determinants of Continuance Intention towards Banks' Chatbot Services in Vietnam: A Necessity for Sustainable Development. Sustainability, 13(7625). https://doi.org/10.3390/su13147625
Pereira, T., Limberger, P.F., Minasi, S.M. y Buhalis, D. (2022). New Insights into Consumers’ Intention to Continue Using Chatbots in the Tourism Context. Journal of Quality Assurance Hospitality Tourism, 1–27. https://doi.org/10.1080/1528008X.2022.2136817
Puspitasari, I.W., Rinawan, F.R., Purnama, W.G., Susiarno, H. y Susanti A. (2022), A.I. Development of a Chatbot for Pregnant Women on a Posyandu Application in Indonesia: From Qualitative Approach to Decision Tree Method. Informatics, 9(88). https://doi.org/informatics9040088
Rafiq, F., Dogra, N., Adil, M. y Wu, J.-Z., (2022). Examining Consumer’s Intention to Adopt AI- Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method. Mathematics, 10(2190). https://doi.org/10.3390/math10132190
Rathnayaka, P., Mills, N., De Silva, D., Alahakoon, D. y Gray R., 2022, A Mental Health Chatbot with Cognitive Skills for Personalised Behavioural Activation and Remote Health Monitoring. Sensors, 22(3653). https://doi.org/10.3390/s22103653
Raza, M., Ahmed, M., Razzaque, S. y Hina, H. (2023). Testing for Heteroskedascity in the Presence of Outliers. Journal of Eduaction and Social Studies, 4(2), 313-329. https://doi.org/10.52223/jess.2023.4209
Ridha, M., Haura Maharani, K. (2022). Implementation of Artificial Intelligence Chatbot in Optimizing Customer Service in Financial Technology Company PT. FinAccel Finance Indonesia. Proceedings, 83(210. https://doi.org/10.3390/proceedings2022083021
Sarker, I.H. (2022), Machine Learning: Algorithms Real World Applications and Research Directions. SN Computer Sciences, 2(160). https://doi.org/10.1007/s42979-021-00592-x
Senaviratna, N.A.M.R. y Cooray, T.M.J. (2019). Diagnosing Multicollinearity of Logistic Regression Model. Asian Journal of Probability and Statistics, 5(2), 1-9. https://doi.org/10.9734/ajpas/2019/v5i230132
Sung, X., Yu, H. y Solvang W.D. (2022). Measuring the Effectiveness of AI-Enabled Chatbots in Customer Service Using AnyLogic Simulation. In Proceedings of the International Workshop of Advanced Manufacturing and Automation, IWAMA, Xiamen, China, 11–12 October 2022. https://doi.org/10.1007/978-981-19-9338-1_33
Taber, K. S. (2018). The Use of Cronbach’s Alpha when Developing and Reporting Research Instruments in Science Education. Research Science Education, 48, 1273-1296. https://doi.org/10.1007/s11165-016-9602-2
Tan, S. y Liew, T. (2022). Multi-Chatbot or Single-Chatbot? The Effects of M-Commerce Chatbot Interface on Source Credibility, Social Presence, Trust, and Purchase Intention. Human Behavior and Emergency Technologies. https://doi.org/10.1155/2022/2501538
Tran, A., Pallant, J. y Johnson, L. (2021). Exploring the Impact of Chatbots on Customer Sentiment and Expectations in Retail. Journal of Retailing and Customer Services, 63. https://doi.org/10.1016/j.jretconser.2021.102718
Trappey, A.J.C., Trappey, C.V., Chao, M.-H., Hong, N.-J., Wu, C.-T. (2021). A VR-Enabled Chatbot Supporting Design and Manufacturing of Large and Complex Power Transformers. Electronics, 11(87). https://doi.org/10.3390/electronics11010087
Um, T., Kim, T. y Chung, N. (2020). How Does an Intelligent Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services. Sustainability, 12(5119). https://doi.org/10.3390/su12125119
Wetzel, P. y Hofmann, E. (2020). Toward a Mukti-Sided Model of Service Quality for Logistics Service Providers. Administrative Sciences, 12(79). https://doi.org/10.3390/admsci10040079
Xu, Y., Shieh, C., Van Esch, P. y Ling, I. (2020). AI Customer Service: Task Complexity, Problem-
Solving Ability, and Usage Intention. Australasian Marketing Journal, 28(4), 189–199. https://doi.10.3389/fpsyg.2022.922503
Yun, J. y Park, J. (2022). The Effects of Chatbot Service Recovery with Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-of-Mouth. Frontiers in Psychology, 13. https://doi/org/10.3389/fpsyg.2022.922503
Zhang, B., Zhu, Y., Deng,, J., Zhen W., Liu, Y., Wang, C. y Zeng R. (2022). “I Am Here to Assist Your Tourism”: Predicting Continuance Intention to Use AI-based Chatbots for Tourism. Does Gender Really Matter?. International Journal of Human-Computer Interaction, 1–17. https://doi.org/10.1080/10447318.2022.2124345
Zhang J., Følstad, A. y Bjørkli C. (2021). Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service. Journal of Internet Commerce, 22(1). https://doi.org/10.1080/15332861.2021.1966723
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abr 18, 2024
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