A INTELIGÊNCIA ARTIFICIAL NO ATENDIMENTO AO CLIENTE: REDUÇÃO DE CUSTOS, OTIMIZAÇÃO DO TEMPO E MELHORIA DA EXPERIÊNCIA DO CONSUMIDOR

Abstract

This research aims to analyze the impacts of Artificial Intelligence (AI) on customer service, focusing on the reduction of costs, time optimization, and improvement of the consumer experience. Based on a qualitative and exploratory approach through bibliographic review, the study examines the application of technologies such as chatbots, virtual assistants, and machine learning systems in service environments. The results indicate that AI provides substantial gains in efficiency, personalization, and agility, while also raising ethical and organizational challenges, such as algorithmic transparency, personal data protection, and the reconfiguration of human labor. It is concluded that, when used with planning and responsibility, AI can positively transform the relationship between companies and consumers, contributing to more strategic, humanized, and effective customer service.