Bilal, F., Mezei, J., & Alam, B. (2025). Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. In A. Pucihar, M. Kljajić Borštnar, S. Blatnik, M. Marolt, R. W. H. Bons, K. Smit, & M. Glowatz (Eds.), & (Ed.), 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All: Conference Proceedings (pp. 129-150). Univerzitetna založba Univerze v Mariboru. https://press.um.si/index.php/ump/catalog/book/947/chapter/594