Applications of New Technology in Operations and Supply Chain Management

Abstract

This chapter provides a comprehensive overview of the literature on the application of chatbots in customer service and recruiting, emphasizing the function of chatbots in improving customer service. As a tool for streamlining hiring procedures and automating customer service encounters, chatbots have grown in popularity in recent years. The literature review indicates that chatbots significantly impact the recruitment process, such as improved efficiency, increased candidate engagement, and reduced workload for HR personnel. Chatbots have proven effective in improving customer service interactions, with benefits including increased customer satisfaction, reduced wait times, and improved customer engagement. However, the review also highlights several challenges that must be addressed to realize the potential of chatbots in these areas fully. These challenges include issues related to user acceptance and perceptions of chatbot technology and concerns about privacy and data security. Therefore, this study provides recommendations for addressing these challenges.