Belo, RodrigoVidinha, Maria Miguel Sequeira2024-10-162024-01-262023-12-20http://hdl.handle.net/10362/173564This study, conducted in collaboration with a European telecommunications company, explores the impact of a Generative AI chatbot on customer satisfaction, a driver for customer retention. Using quantitative data methods and the descriptive properties of logistic regression, the research uncovers nuanced insights by analyzing shifts in customer behavior, technology effectiveness, and key factors influencing explicit customer feedback. Findings revealed a positive influence on customer satisfaction and uncovered the multifaceted nature of feedback, specifically regarding service complaints. It laid a foundation for data-driven decision-making towards future work being done in the dynamic landscape of customer interactions with the chatbot.engTelecommunications industryCustomer satisfactionChatbotGenerative aiLogistic regressionmaster thesis203605411