Browsing by Author "Gomez Giraldo, Diego Fernando"
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Item Influencia de los chatbots en la satisfacción, lealtad y percepción del servicio en el sector comercio(Universidad Santiago de Cali, 2025) Hurtado Amaya, Yessica Andrea; Gomez Giraldo, Diego Fernando; Bolaños Garcia, Carlos Esteban (Director)This study aims to analyze how chatbots are impacting customer satisfaction, loyalty, and service perception in the commercial sector. In recent years, they have become a common tool in customer service, mainly due to their 24/7 availability and ability to provide quick responses. Many companies have implemented them to improve response times and reduce the workload of human agents, which has brought benefits but also new challenges. Although chatbots are very effective for repetitive tasks, they do not always succeed in delivering a personalized or empathetic experience, which can influence how customers perceive them, especially in interactions that require emotional sensitivity or a more human touch. The methodology of this research is qualitative in nature and is based on documentary analysis. No fieldwork will be conducted; instead, the study will involve reviewing previous research, scientific articles, and technical reports related to chatbots, customer service, and artificial intelligence. To organize the information, a search matrix with keywords will be used.