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  2. Comunidades & Colecções
  3. Nova School of Business & Economics (NSBE)
  4. NSBE: Nova SBE
  5. NSBE: Nova SBE - MA Dissertations
Utilize este identificador para referenciar este registo: http://hdl.handle.net/10362/143222
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Campo DCValorIdioma
dc.contributor.advisorCastro, João-
dc.contributor.authorKnackstedt, Mira-
dc.date.accessioned2022-08-24T08:41:23Z-
dc.date.available2022-08-24T08:41:23Z-
dc.date.issued2022-06-01-
dc.date.submitted2022-05-20-
dc.identifier.urihttp://hdl.handle.net/10362/143222-
dc.description.abstractWith the integration of digital assistants into daily life, Conversational Artificial Intelligence has become significantly important for companies. Despite human-machine communication being extensively discussed in research, AI-based voice bots in contact centers are not prominent in literature yet. This paper,“ Limitations and advantages of voice bots in customer service –using the example of a contact center”,analyzes the limitations and advantages of voice bots when used in contact centers. Based on a comprehensive literature review and a summary of results from 14 expert interviews, a list of 14 limitations and 8advantages currently perceived for using voice bots in contact centers was compiled.pt_PT
dc.language.isoengpt_PT
dc.relationinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UID%2FECO%2F00124%2F2013/PTpt_PT
dc.rightsopenAccesspt_PT
dc.subjectNatural language processingpt_PT
dc.subjectCustomer servicept_PT
dc.subjectConversational articial intelligencept_PT
dc.subjectContact centerpt_PT
dc.subjectConversational agentspt_PT
dc.subjectVoice botpt_PT
dc.titleLimitations and advantages of voice bots in customer service - using the example of a contact centerpt_PT
dc.typemasterThesispt_PT
thesis.degree.nameWork Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economicspt_PT
dc.identifier.tid203050541pt_PT
dc.subject.fosDomínio/Área Científica::Ciências Sociais::Economia e Gestãopt_PT
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