Virtual assistants and the quality of service to the customer
DOI:
https://doi.org/10.37467/revtechno.v13.4816Keywords:
Customer, Empathy, Innovation, Quality of service, Reliability, Technology, Virtual assistantsAbstract
In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.
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