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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2025

Kód důvěrnosti údajů

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

Název periodika

Information

ISSN

2078-2489

e-ISSN

2078-2489

Svazek periodika

16

Číslo periodika v rámci svazku

12

Stát vydavatele periodika

CH - Švýcarská konfederace

Počet stran výsledku

18

Strana od-do

1078

Kód UT WoS článku

001646701700001

EID výsledku v databázi Scopus

2-s2.0-105025800883