Chatbots no atendimento ao cliente: implicações para a experiência do consumidor

Tamara Filipa Henriques Duarte

doi:10.34630/tth.v6i1.7282

Autores

Tamara Filipa Henriques Duarte ISCAP Politécnico do Porto https://orcid.org/0009-0003-8348-1443

DOI:

https://doi.org/10.34630/tth.v6i1.7282

Palavras-chave:

Chatbots, Atendimento ao cliente, Experiência, Inteligência Artificial, Automatização

Resumo

Este estudo analisa o papel dos chatbots no apoio ao cliente, destacando como essas tecnologias influenciam a experiência do consumidor, com ênfase na eficiência, acessibilidade e continuidade do serviço (Huang & Rust, 2018). Os chatbots oferecem benefícios como respostas rápidas, disponibilidade 24/7 e otimização de recursos das empresas, mas também apresentam limitações, como a falta de empatia e dificuldades em lidar com situações complexas, o que pode afetar a perceção do cliente. Embora tragam avanços na automatização, é sugerido que os chatbots sejam usados de forma complementar ao atendimento humano, adotando um modelo híbrido que combine eficiência com uma abordagem mais acolhedora e qualitativa.

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Chatbots no atendimento ao cliente: implicações para a experiência do consumidor

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