Satisfacción del cliente en la logística: un análisis de chatbots en las empresas líderes de Colombia, Perú y Ecuador

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Publicado: Apr 10, 2024
Actualizado: 2024-04-10
Versiones:
2024-04-10 (2)
DOI: https://doi.org/10.17163/ret.n27.2024.08
Palabras clave:
chatbot, efectividad, logística, regresión múltiple, servicio

Contenido principal del artículo

Pedro Ramos De Santis
https://orcid.org/0000-0002-5968-481X

Resumen

Este artículo analiza el impacto potencial de los chatbots en el mejoramiento del servicio al cliente en la industria logística, evaluandoel rendimiento de diez destacadas empresas en Colombia, Perú y Ecuador (zona CPE). Estas empresas, insertas en el sector de servicios logísticos, desempeñan un papel crucial en la cadena de suministro, ofreciendo servicios especializados que abarcan transporte, almacenamiento y otras áreas dentro de su actividad económica. El estudio, que incluyó a 1250 usuarios individuales tipo B2C (empresa a consumidor) de chatbots, se enfocó en analizar la efectividad de estas herramientas y su repercusión en la conformidad del cliente. Mediante análisis de regresión múltiple, se identificaron elementos fundamentales que inciden en la satisfacción del cliente, como la capacidad de abordar problemas,el conocimiento detallado de la empresa, la autonomía en la resolución de problemas, la precisión gramatical y la reputación general. Los resultados destacan el potencial de los agentes virtuales para mejorar significativamente la atención al consumidor en la logística, señalando su eficacia en la resolución de problemas, familiaridad con productos y servicios, autonomía en la resolución de problemas, corrección gramatical y recomendaciones de usuarios. Estos hallazgos son cruciales para el sector logístico, subrayando el  papel transformador de los chatbots en la elevación de la satisfacción del cliente y la eficiencia operativa mediante la integración tecnológica.
 

Detalles del artículo

Número
Vol. 14 Núm. 27 (2024): (abril-septiembre)
Sección
Artículos destinados a la sección miscelánea
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