Bilal, Fatima, József Mezei, and Badre Alam. “Assessing the Impact of Chatbots on Customer Service Efficiency: A Comparative Study With Human Agents”. In 38th Bled EConference: Empowering Transformation: Shaping Digital Futures for All: Conference Proceedings, edited by Andreja Pucihar, Mirjana Kljajić Borštnar, Staša Blatnik, Marjeta Marolt, Roger W. H. Bons, Koen Smit, and Matthias Glowatz, 129–150. Bled eConference. University of Maribor Press, 2025. Accessed March 6, 2026. https://press.um.si/index.php/ump/catalog/book/947/chapter/594.