Publicação
Chatbots as strategic tools in organizations
| Resumo: | The 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. |
|---|---|
| Autores principais: | Lopes, Isabel Maria |
| Outros Autores: | Guarda, Teresa; Oliveira, Pedro; Ribeiro, Maria Isabel; Fernandes, António |
| Assunto: | Chatbots Artificial Intelligence Technology Acceptance Model |
| Ano: | 2026 |
| País: | Portugal |
| Tipo de documento: | documento de conferência |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Bragança |
| Idioma: | inglês |
| Origem: | Biblioteca Digital do IPB |
| _version_ | 1863851489778204672 |
|---|---|
| author | Lopes, Isabel Maria |
| author2 | Guarda, Teresa Oliveira, Pedro Ribeiro, Maria Isabel Fernandes, António |
| author2_role | author author author author |
| author_facet | Lopes, Isabel Maria Guarda, Teresa Oliveira, Pedro Ribeiro, Maria Isabel Fernandes, António |
| author_role | author |
| contributor_name_str_mv | Biblioteca Digital do IPB |
| country_str | PT |
| creators_json_str | [{\"Person.name\":\"Lopes, Isabel Maria\",\"Person.identifier.orcid\":\"0000-0002-5614-3516\"},{\"Person.name\":\"Guarda, Teresa\"},{\"Person.name\":\"Oliveira, Pedro\",\"Person.identifier.orcid\":\"0000-0001-8346-1694\"},{\"Person.name\":\"Ribeiro, Maria Isabel\",\"Person.identifier.orcid\":\"0000-0002-5425-006X\"},{\"Person.name\":\"Fernandes, António\",\"Person.identifier.orcid\":\"0000-0002-9971-4796\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Biblioteca Digital do IPB |
| datacite.creators.creator.creatorName.fl_str_mv | Lopes, Isabel Maria Guarda, Teresa Oliveira, Pedro Ribeiro, Maria Isabel Fernandes, António |
| datacite.date.Accepted.fl_str_mv | 2026-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2026-04-10T09:34:42Z |
| datacite.date.embargoed.fl_str_mv | 2026-04-10T09:34:42Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Chatbots Artificial Intelligence Technology Acceptance Model |
| datacite.titles.title.fl_str_mv | Chatbots as strategic tools in organizations |
| dc.contributor.none.fl_str_mv | Biblioteca Digital do IPB |
| dc.creator.none.fl_str_mv | Lopes, Isabel Maria Guarda, Teresa Oliveira, Pedro Ribeiro, Maria Isabel Fernandes, António |
| dc.date.Accepted.fl_str_mv | 2026-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2026-04-10T09:34:42Z |
| dc.date.embargoed.fl_str_mv | 2026-04-10T09:34:42Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10198/36496 |
| dc.language.none.fl_str_mv | eng |
| dc.publisher.none.fl_str_mv | Springer |
| dc.rights.cclincense.fl_str_mv | http://creativecommons.org/licenses/by/4.0/ |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Chatbots Artificial Intelligence Technology Acceptance Model |
| dc.title.fl_str_mv | Chatbots as strategic tools in organizations |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_c94f |
| description | The 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. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | conferenceObject |
| fulltext.url.fl_str_mv | https://bibliotecadigital.ipb.pt/bitstreams/1cbe1815-d16a-470e-956c-e5dee9c7ad7c/download |
| funding.funder.alternateName_str_mv | FCT |
| funding.funder.identifier_str_mv | http://doi.org/10.13039/501100001871 |
| funding.funder.name_str_mv | Fundação para a Ciência e a Tecnologia |
| funding.identifier_str_mv | UID/GES/04752/2019 |
| funding.name_str_mv | 6817 - DCRRNI ID |
| funding_str_mv | UID/GES/04752/2019 info:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UID%2FGES%2F04752%2F2019/PT |
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| identifier.url.fl_str_mv | http://hdl.handle.net/10198/36496 |
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| institution | Instituto Politécnico de Bragança |
| instname_str | Instituto Politécnico de Bragança |
| language | eng |
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| network_name_str | Biblioteca Digital do IPB |
| oai_identifier_str | oai:bibliotecadigital.ipb.pt:10198/36496 |
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| person_str_mv | Lopes, Isabel Maria Lopes, Isabel Maria https://www.ciencia-id.pt/8812-AE1C-A316 8812-AE1C-A316 http://orcid.org/0000-0002-5614-3516 0000-0002-5614-3516 Guarda, Teresa Oliveira, Pedro Oliveira, Pedro http://orcid.org/0000-0001-8346-1694 0000-0001-8346-1694 Ribeiro, Maria Isabel Ribeiro, Maria Isabel https://www.ciencia-id.pt/8D1B-9409-7921 8D1B-9409-7921 http://orcid.org/0000-0002-5425-006X 0000-0002-5425-006X Fernandes, António Fernandes, António https://www.ciencia-id.pt/831E-7E0E-DFC1 831E-7E0E-DFC1 http://orcid.org/0000-0002-9971-4796 0000-0002-9971-4796 |
| publishDate | 2026 |
| publisher.none.fl_str_mv | Springer |
| reponame_str | Biblioteca Digital do IPB |
| repository_id_str | urn:repositoryAcronym:ipb |
| service_str_mv | urn:repositoryAcronym:ipb |
| spelling | engSpringerengThe 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.application/pdfengChatbots as strategic tools in organizationsPersonalLopes, Isabel MariaDSpacehttp://dspace.org/items/111716db-94a0-4c24-b739-330dc2ae79fcDSpacehttp://dspace.org/items/111716db-94a0-4c24-b739-330dc2ae79fcLopesIsabel MariaCiência IDhttps://www.ciencia-id.pt8812-AE1C-A316ORCIDhttp://orcid.org0000-0002-5614-3516Researcher IDhttps://www.researcherid.comA-1728-2014Scopus Author IDhttps://www.scopus.com55211017300Scopus Author IDhttps://www.scopus.com57190212117Scopus Author IDhttps://www.scopus.com57207843433Guarda, TeresaPersonalOliveira, PedroDSpacehttp://dspace.org/items/b2d880bb-278b-489c-aa8f-353cfd99f0faDSpacehttp://dspace.org/items/b2d880bb-278b-489c-aa8f-353cfd99f0faOliveiraPedroORCIDhttp://orcid.org0000-0001-8346-1694PersonalRibeiro, Maria IsabelDSpacehttp://dspace.org/items/cff96812-d440-40dc-b44f-998d48894fd0DSpacehttp://dspace.org/items/cff96812-d440-40dc-b44f-998d48894fd0RibeiroMaria IsabelCiência IDhttps://www.ciencia-id.pt8D1B-9409-7921ORCIDhttp://orcid.org0000-0002-5425-006XScopus Author IDhttps://www.scopus.com58492545800PersonalFernandes, AntónioDSpacehttp://dspace.org/items/57537474-8c6d-4d45-99cc-5510c93e59ccDSpacehttp://dspace.org/items/57537474-8c6d-4d45-99cc-5510c93e59ccFernandesAntónioCiência IDhttps://www.ciencia-id.pt831E-7E0E-DFC1ORCIDhttp://orcid.org0000-0002-9971-4796Scopus Author IDhttps://www.scopus.com55815966700HostingInstitutionOrganizationalBiblioteca Digital do IPBe-mailmailto:dspace@ipb.ptdspace@ipb.ptISSNIsPartOf1865-0929DOIIsPartOf10.1007/978-3-032-16851-12026-04-10T09:34:42Z20262026-01-01T00:00:00ZHandlehttp://hdl.handle.net/10198/36496http://purl.org/coar/access_right/c_abf2open accessChatbotsArtificial IntelligenceTechnology Acceptance Model5972204 bytesFundação para a Ciência e a TecnologiaUnidade de Investigação Aplicada em Gestãoinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UID%2FGES%2F04752%2F2019/PTUID/GES/04752/20196817 - DCRRNI IDCrossref Funder IDhttp://doi.org/10.13039/501100001871other research producthttp://purl.org/coar/resource_type/c_c94fconference object2026http://creativecommons.org/licenses/by/4.0/http://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://bibliotecadigital.ipb.pt/bitstreams/1cbe1815-d16a-470e-956c-e5dee9c7ad7c/downloadWorkshops of the International Conference on Advanced Research in Technologies, Information, Innovation and Sustainability, ARTIIS 20252415423Cartagena |
| spellingShingle | Chatbots as strategic tools in organizations Lopes, Isabel Maria Chatbots Artificial Intelligence Technology Acceptance Model |
| subject.fl_str_mv | Chatbots Artificial Intelligence Technology Acceptance Model |
| title | Chatbots as strategic tools in organizations |
| title_full | Chatbots as strategic tools in organizations |
| title_fullStr | Chatbots as strategic tools in organizations |
| title_full_unstemmed | Chatbots as strategic tools in organizations |
| title_short | Chatbots as strategic tools in organizations |
| title_sort | Chatbots as strategic tools in organizations |
| topic | Chatbots Artificial Intelligence Technology Acceptance Model |
| topic_facet | Chatbots Artificial Intelligence Technology Acceptance Model |
| url | http://hdl.handle.net/10198/36496 |
| visible | 1 |
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