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Customer Service Today and Tomorrow : a Diary-based Analysis of the Impact of Generative Artificial Intelligence on Customer Service and Service Agents’ Roles
(2023)
The purpose of the diary-based thesis was to monitor the impact of ChatGPT-type generative AI on customer service processes and on the evolving role of service agents. This investigation was carried out from three perspectives: ...
Artificial intelligence chatbots and their impact on marketing strategies
(2024)
This thesis is an analysis of the introduction of artificial intelligence chatbots in the field of marketing, with a specific emphasis on the case of the "Manufactura Bravo" company. The study is based on a combined approach, ...
