Chatbot no atendimento ao cliente: Caso da MB Lojas

Abstract

This research shows how chatbots can influence customer relationships, focusing on the case study of the company MB Lojas. In the retail sector, effective and strategic communication is extremely important to maintain customer loyalty. Technology is growing all the time, and with that, chatbots have emerged as innovative tools that improve processes, facilitating interactions and elevating the customer experience. This study shows the applicability of a chatbot in the collections area, providing assistance with consumer installment payments, offering quick responses and 24-hour service. Within public relations, chatbots are essential for maintaining a transparent and trustworthy relationship between the organization and its audience. However, the research seeks to explore how the implementation of a chatbot can improve the services provided by the company MB Lojas, reducing customer dissatisfaction rates and reducing operational expenses.