The Impact of Chatbots on Organizations

Isabel Lopes (), T. Guarda (), A. J. G. Fernandes () and Maria Isabel Ribeiro ()
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Isabel Lopes: Instituto Politécnico de Bragança, Campus de Santa Apolónia
T. Guarda: Algoritmi, Universidade do Minho
A. J. G. Fernandes: Instituto Politécnico de Bragança, Campus de Santa Apolónia
Maria Isabel Ribeiro: Instituto Politécnico de Bragança, Campus de Santa Apolónia

Chapter 31 in Management, Tourism, and Smart Technologies, Vol 2, 2026, pp 375-384 from Springer

Abstract: Abstract This study addresses the growing importance of artificial intelligence (AI) in the organizational context, with an emphasis on the application of chatbots to improve operational efficiency and transform customer service. Initially, aspects of the nature and evolution of chatbots are discussed, as well as the opportunities and limitations they present for the current business environment. The research problem seeks to understand the impact of chatbots on businesses, examining both the benefits and challenges associated with their use. The central question of the study asks about the positive and negative effects of adopting chatbots in organizations. The research focuses on three main areas: customer service, the efficiency of internal processes, and interpersonal relationships in the corporate environment. The relevance of the topic is also based on the impact of chatbots on work dynamics and interactions between organizations and customers, being an essential factor for innovation and research in the management area. The work ends with the identification of the limitations encountered and future work is presented.

Keywords: Chatbots; Artificial intelligence; Organizational innovation (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-032-24600-4_31

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DOI: 10.1007/978-3-032-24600-4_31

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