Empirické vyhodnocení efektů zavedení chatbotů v CS

This diploma thesis deals with the influence of implementation of a chatbot technology for sales promotion and customer services. The aim of the paper is to evaluate effects, that influence the consumer shopping behaviour after the implementation of chatbot and to identify factors that have an impact on the communication with this technology. Then the goal of this thesis is to create recommendations for companies considering the implementation of chatbot technology, which would also reflect the specifics of a Czech consumer. Data for primary research are obtained through questionnaire surveys and in-depth interviews. Quantitative research is used to process factor analysis that identifies factors influencing communication with chatbots