Chapter 12

Success and failure in improvement of knowledge delivery to customers using chatbot—result of a case study in a Polish SME

B. Filipczyk*
J. Gołuchowski*
J. Paliszkiewicz**
A. Janas†*    University of Economics, Katowice, Poland**    Warsaw University of Life Sciences, Warsaw, Poland†    Podhale State College of Applied Sciences, Nowy Targ, Poland

Abstract

In this chapter, chatbot was described as a valuable tool, which enables enterprises interactive communication with customers and knowledge management. Despite the significant increase of the interest in this tool, its usage faces many limitations caused by the quality of the knowledge bases. The case study related to improvements of knowledge delivery to an SME’s customers using chatbot ...

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