Customer service has long been a challenge, often demanding significant organizational effort and resources. Customers frequently arrive at calls already frustrated or angry, behaviors that have been shown to negatively affect call center agents, who nonetheless must maintain politeness throughout stressful interactions. The emergence of AI chatbots offers potential advantages to service providers by enabling swift automated responses to common inquiries
Artificial Intelligence (AI) comprises systems that perform functions traditionally requiring human cognition, including problem solving and learning. Virtual Assistants (VAs) are AI-driven agents engaging in natural-language conversations through voice or text, thus supporting diverse multimodal interactions. The historical evolution of chatbots is essential for understanding their development and current applications. Various studies provide overviews of significant milestones and advances in the field. From early rule-based systems to sophisticated AI-powered chatbots, there has been remarkable growth in power and versatility
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