سنجش عمل‌کرد انسان در برابر چت‌بات در ارایه‌ی پاسخ به پرسش‌های مخاطبان سازمانی در افغانستان

Abstract

In light of the increasing advancements in artificial intelligence technologies and the imperative for enhanced customer service, this investigation critically assesses the efficacy of chatbots in comparison to human representatives in user interactions. Chatbots are engineered to address audience inquiries and possess the potential to mitigate operational costs; nevertheless, the apprehension regarding job displacement, particularly within the context of Afghanistan, has engendered significant concerns. The low rate of education and lack of public awareness in the country further complicate the implementation of chatbots. The objective of this inquiry is to compare the performance of chatbots and human agents in engaging with audiences and to scrutinize the feasibility of substituting human labor with chatbot technology. To accomplish this objective, a descriptive-qualitative methodology with a comparative framework has been adopted. The results suggest that while chatbots exhibit superior performance in certain scenarios, they demonstrate diminished efficacy in matters requiring emotional intelligence. This research can assist organizations in making informed decisions pertaining to the adoption of novel technologies and in recognizing potential obstacles.