Chatbots as innovation in customer service for selected company

Mgr. John Melek

Diplomová práce

Abstract:

The use of chatbots in the customer service industry in Egypt specially in telecommunication troubleshooting customer support. This thesis would explore the benefits and challenges of using chatbots in customer service and analyze their impact on customer satisfaction and business operations. As customer satisfaction effect on our customers and their loyalty to our business, as well effect on our marketing strategies and reducing of budget needed for business operation. As well in this thesis we will investigate to show the advantage and disadvantages for using chatbots also know the gaps and try to solve these gaps to achieve our customers satisfaction and fulfill their needs.

Keywords

Customer Relationship Management (CRM), Customer segmentation, Data collection, Challenges in CRM, Customer service, Integrated Marketing Communications (IMC) Customer service plan, Customer service strategy, Quality control, new technologies, Chatbots, Future trends

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 16. 4. 2025

Obhajoba závěrečné práce

• Obhajoba proběhla 9. 6. 2025
• Vedoucí: doc. Giuseppe Maiello, Ph.D.
• Oponent: Ing. Dagmar Frendlovská, Ph.D.

Vysoká škola finanční a správní

Magisterský studijní program / obor:
Marketing Communication / Marketing Communication