BILAL, Fatima; MEZEI, József; ALAM, Badre. Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study with Human Agents. In: PUCIHAR, Andreja; KLJAJIĆ BORŠTNAR, Mirjana; BLATNIK, Staša; MAROLT, Marjeta; BONS, Roger W. H.; SMIT, Koen; GLOWATZ, Matthias (eds.). 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All: Conference Proceedings. Blejska eKonferenca[s.l.] : Univerzitetna založba Univerze v Mariboru,2025. p. 129–150. Disponível em: https://press.um.si/index.php/ump/catalog/book/947/chapter/594. Acesso em: 14 jun. 2025.