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^* (Illustratör)
, Badre Alam

^*Korresponderande författare för detta arbete

Forskningsoutput: Kapitel i bok/konferenshandling › Publicerad konferensartikel › Vetenskaplig › Peer review

16 Nedladdningar (Pure)

Originalspråk	Engelska
Titel på värdpublikation	38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All
Redaktörer	Andreja Pucihar , Mirjana Kljajić Borštnar, Staša Blatnik, Marjeta Marolt, Roger W. H. Bons, Koen Smit, Matthias Glowatz
Förlag	University of Maribor Press
ISBN (tryckt)	978-961-286-998-4
DOI	https://doi.org/10.18690/um.fov.4.2025.9 https://doi.org/10.18690/um.fov.4.2025
Status	Publicerad - 9 juni 2025
MoE-publikationstyp	A4 Artikel i en konferenspublikation
Evenemang	38TH BLED ECONFERENCE: EMPOWERING TRANSFORMATION: SHAPING DIGITAL FUTURES FOR ALL - Varaktighet: 8 juni 2025 → 11 juni 2025 Konferensnummer: 38

Konferens

Konferens	38TH BLED ECONFERENCE
Förkortad titel	BLED
Period	08/06/25 → 11/06/25

Åtkomst av dokument

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

Citera det här

Bilal, F., Mezei, J., & Alam, B. (2025). Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. I A. Pucihar , M. Kljajić Borštnar, S. Blatnik, M. Marolt, R. W. H. Bons, K. Smit, & M. Glowatz (Red.), 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. redaktör / 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,

day = "9",

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

language = "English",

isbn = "978-961-286-998-4",

editor = "\{Pucihar \}, Andreja and \{Kljaji{\'c} Bor{\v s}tnar\}, Mirjana and Sta{\v s}a Blatnik and Marjeta Marolt and Bons, \{Roger W. H.\} and Koen Smit and Matthias Glowatz",

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. i A Pucihar , M Kljajić Borštnar, S Blatnik, M Marolt, RWH Bons, K Smit & M Glowatz (red), 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 (Illustratör); Alam, Badre.
38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All. red. / Andreja Pucihar ; Mirjana Kljajić Borštnar; Staša Blatnik; Marjeta Marolt; Roger W. H. Bons; Koen Smit; Matthias Glowatz. University of Maribor Press, 2025.

Forskningsoutput: Kapitel i bok/konferenshandling › Publicerad konferensartikel › Vetenskaplig › Peer review

TY - GEN

T1 - Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents

AU - Bilal, Fatima

AU - Alam, Badre

A2 - Mezei, Jozsef

A2 - Pucihar , Andreja

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. I Pucihar A, Kljajić Borštnar M, Blatnik S, Marolt M, Bons RWH, Smit K, Glowatz M, redaktörer, 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