AI chatbots as a customer service and support tool


  • Elitza Stoilova Entrepreneur


chatbots, conversational AI, customer service, customer support, AI chatbot, automation, digital transformation, chatbot challenges, chatbot usage results


COVID-19 pandemic put the focus of businesses on the need for digitalisation and automation of customer service, support, and providing self-service solutions to adapt to the fast-changing business environment and customers’ expectations and needs. Chatbots were already taking a place at the top of the list of business solutions when the pandemic and the usage of conversational AI made them a must-have to help businesses solve various challenges. The paper presents three case studies for using chatbots by customers of Umni, a no-code platform for creating, managing, and training AI chatbots, that reveal how chatbots are helping businesses, employees, and customers through instant assistance and routine automation.



How to Cite

Stoilova, E. (2021). AI chatbots as a customer service and support tool. ROBONOMICS: The Journal of the Automated Economy, 2, 21. Retrieved from