Potencial de implementação de chatbots de inteligência artificial : uma análise das perspectivas para o atendimento ao cliente no Banco Comercial de Investimentos - BCI (2023-2024)

Abstract

Artificial intelligence (AI) has profoundly transformed the way organizations interact with customers, enabling automation, personalization, and continuous service availability. In the banking sector, chatbots represent a strategic application of this technology, allowing automated interactions, information provision, and execution of basic operations quickly and efficiently. This study aimed to analyze how the implementation of AI-based chatbots can enhance customer service at Banco Comercial de Investimentos (BCI), focusing on operational efficiency and user satisfaction. The research employed a approach qualitative, with data collected from 69 customers and 3 employees through structured questionnaires and semi-structured interviews. The results indicate that chatbots significantly contribute to faster and more accessible customer service, reducing waiting times, facilitating access to basic information, and increasing convenience, particularly for younger clients accustomed to digital interfaces. However, challenges were identified regarding natural language understanding, integration with human channels, and the need for ongoing technological updates. It is concluded that adopting chatbots requires strategic planning, alignment with user expectations, and continuous monitoring, emphasizing that the technology should act as a complement to human service, enhancing operational efficiency and customer satisfaction without replacing direct interaction when necessary