Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents

Fatima Bilal; Jozsef Mezei; Badre Alam

doi:10.18690/um.fov.4.2025.9

Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents

Fatima Bilal
, Jozsef Mezei^* (Illustrator)
, Badre Alam

^*Corresponding author for this work

Research output: Chapter in Book/Conference proceeding › Published conference proceeding › Scientific › peer-review

Original language	English
Title of host publication	38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All
Editors	Andreja Pucihar , Mirjana Kljajić Borštnar, Staša Blatnik, Marjeta Marolt, Roger W. H. Bons, Koen Smit, Matthias Glowatz
Publisher	University of Maribor Press
ISBN (Print)	978-961-286-998-4
DOIs	https://doi.org/10.18690/um.fov.4.2025.9 https://doi.org/10.18690/um.fov.4.2025
Publication status	Published - 9 Jun 2025
MoE publication type	A4 Article in a conference publication
Event	38TH BLED ECONFERENCE: EMPOWERING TRANSFORMATION: SHAPING DIGITAL FUTURES FOR ALL - Duration: 8 Jun 2025 → 11 Jun 2025 Conference number: 38

Conference

Conference	38TH BLED ECONFERENCE
Abbreviated title	BLED
Period	08/06/25 → 11/06/25

Access to Document

10.18690/um.fov.4.2025.9Licence: CC BY
10.18690/um.fov.4.2025Licence: CC BY

Assessing+the+Impact+of+Chatbots+on+Customer+Service+Efficiency_+A+Comparative+Study+with+Human+Agents+ (1)

https://urn.fi/URN:NBN:fi-fe20251202113426

Cite this

Bilal, F., Mezei, J., & Alam, B. (2025). Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. In A. Pucihar , M. Kljajić Borštnar, S. Blatnik, M. Marolt, R. W. H. Bons, K. Smit, & M. Glowatz (Eds.), 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All University of Maribor Press. https://doi.org/10.18690/um.fov.4.2025.9, https://doi.org/10.18690/um.fov.4.2025

Bilal, Fatima ; Mezei, Jozsef ; Alam, Badre. / Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All. editor / Andreja Pucihar ; Mirjana Kljajić Borštnar ; Staša Blatnik ; Marjeta Marolt ; Roger W. H. Bons ; Koen Smit ; Matthias Glowatz. University of Maribor Press, 2025.

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title = "Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents",

author = "Fatima Bilal and Jozsef Mezei and Badre Alam",

year = "2025",

month = jun,

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doi = "10.18690/um.fov.4.2025.9",

language = "English",

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booktitle = "38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All",

publisher = "University of Maribor Press",

note = "38TH BLED ECONFERENCE : EMPOWERING TRANSFORMATION: SHAPING DIGITAL FUTURES FOR ALL, BLED ; Conference date: 08-06-2025 Through 11-06-2025",

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Bilal, F , Mezei, J & Alam, B 2025, Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. in A Pucihar , M Kljajić Borštnar, S Blatnik, M Marolt, RWH Bons, K Smit & M Glowatz (eds), 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All. University of Maribor Press, 38TH BLED ECONFERENCE, 08/06/25. https://doi.org/10.18690/um.fov.4.2025.9, https://doi.org/10.18690/um.fov.4.2025

Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. / Bilal, Fatima ; Mezei, Jozsef (Illustrator); Alam, Badre.
38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All. ed. / Andreja Pucihar ; Mirjana Kljajić Borštnar; Staša Blatnik; Marjeta Marolt; Roger W. H. Bons; Koen Smit; Matthias Glowatz. University of Maribor Press, 2025.

Research output: Chapter in Book/Conference proceeding › Published conference proceeding › Scientific › peer-review

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A2 - Kljajić Borštnar, Mirjana

A2 - Blatnik, Staša

A2 - Marolt, Marjeta

A2 - Bons, Roger W. H.

A2 - Smit, Koen

A2 - Glowatz, Matthias

N1 - Conference code: 38

PY - 2025/6/9

Y1 - 2025/6/9

U2 - 10.18690/um.fov.4.2025.9

DO - 10.18690/um.fov.4.2025.9

M3 - Published conference proceeding

SN - 978-961-286-998-4

BT - 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All

PB - University of Maribor Press

T2 - 38TH BLED ECONFERENCE

Y2 - 8 June 2025 through 11 June 2025

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Bilal F , Mezei J , Alam B. Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. In Pucihar A, Kljajić Borštnar M, Blatnik S, Marolt M, Bons RWH, Smit K, Glowatz M, editors, 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All. University of Maribor Press. 2025 doi: 10.18690/um.fov.4.2025.9, 10.18690/um.fov.4.2025