The Impact of Chatbots in Driving Digital Transformation

Hyrmet Mydyti and Arbana Kadriu
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Hyrmet Mydyti: South East European University, North Macedonia
Arbana Kadriu: South East European University, North Macedonia

International Journal of E-Services and Mobile Applications (IJESMA), 2021, vol. 13, issue 4, 88-104

Abstract: Digital transformation is the process of consuming digital technologies that drives business improvements and customer experience. Artificial intelligence plays a crucial role in businesses' digital transformation agendas. Technologies and algorithms are an important perspective in the implementation of chatbots. AI chatbots use natural language processing technology and offer solutions for modernizing traditional business processes. The key advantage of the implementation of chatbots in different domains is the impact by improving customers' experience and reducing costs. Chatbots are pieces of software that simulate human conversation through voice commands and/or text chats, intending to offer companies an approach on how to use this software to revolutionize their businesses. The aim of this paper is the analysis of the evaluation criteria; the study of insights into how chatbots can be implemented in the domains of banking, e-commerce, tourism, and call centres; and the discussion of some benefits and challenges of chatbots in driving the digital transformation of businesses.

Date: 2021
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International Journal of E-Services and Mobile Applications (IJESMA) is currently edited by Rajeev Dwivedi

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