Implementing AI Chatbots in Customer Service Optimization—A Case Study in Micro-Enterprise

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F62156489%3A43410%2F25%3A43927888" target="_blank" >RIV/62156489:43410/25:43927888 - isvavai.cz</a>

Result on the web

<a href="https://doi.org/10.3390/info16121078" target="_blank" >https://doi.org/10.3390/info16121078</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.3390/info16121078" target="_blank" >10.3390/info16121078</a>

Result language

angličtina

Original language name

Implementing AI Chatbots in Customer Service Optimization—A Case Study in Micro-Enterprise

Original language description

Digitalization, including the implementation of artificial intelligence (AI) applications, is one of the key enablers of business agility in contemporary enterprises. Micro and small enterprises (MSEs) are increasingly expected to adopt scalable and cost-effective AI tools as part of their digital transformation. This study investigates the implementation of an AI-powered chatbot in a Slovak micro-enterprise operating an e-commerce platform, aiming to assess its effectiveness in automating customer service processes. Using a mixed-method case study approach, the research combines quantitative data on service performance (e.g., number of inquiries handled, response time, and automation rate) with qualitative insights from employee and customer feedback. The findings show that the chatbot significantly reduced staff workload and improved response speed and customer satisfaction. However, challenges were identified in handling ambiguous queries and maintaining empathetic communication in complex situations, underscoring the need for regular updates and human oversight. The study contributes to the limited empirical literature on AI integration in micro-enterprises and provides practical recommendations for MSEs seeking to enhance their operational efficiency through AI-driven tools without large-scale investments. These results offer a nuanced perspective on how even resource-constrained businesses can benefit from AI adoption when implementation is carefully aligned with their specific needs and capabilities.

Czech name

—

Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2025

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Information

ISSN

2078-2489

e-ISSN

2078-2489

Volume of the periodical

16

Issue of the periodical within the volume

12

Country of publishing house

CH - SWITZERLAND

Number of pages

18

Pages from-to

1078

UT code for WoS article

001646701700001

EID of the result in the Scopus database

2-s2.0-105025800883