ARTIFICIAL INTELLIGENCE IN COMPANIES: CASE STUDY OF CHATBOT LZ

Authors

  • Anita Martins
  • Pedro Abreu Paiva

Keywords:

Artificial Intelligence

Abstract

The Artificial Intelligence (AI) timeline begins in 1950 and, since then, the advances in this technology and the understanding of its impact on society are remarkable. Considering their applications, chatbot, defined as algorithms that interacts with people using natural language, is one of the biggest current trends. Therefore, this study aimed to follow up and analyze the Lz´s implementation challenges and its evolutions. Lz is responsible for responding maintenance and support requests from the Information Technology (IT) area of ​​a large rental car company’s service sector employees. The methodology applied on the research was the single case study. The data were obtained from internal sources, in addition to the application of Lean Inception and the structuring of the Chatbot Design Canvas. It was concluded that it is necessary to form hybrid teams for these types of implementations, combining knowledge from many company areas and gaining a deeper understanding of user needs. Another relevant aspect is the synergy between people and technology, which is why AI enhances human abilities, as opposed to replacing.

References

Atwell, E.; Shawar, B. A. (2007). Chatbots: are they really useful? In: LDV Forum, 2007, Regensburg, Baviera, Alemanha. Anais... p. 29-49. Disponível em: <http://www.jlcl.org/2007_Heft1/LDV-Forum1.2007.pdf#page=37>. Acesso em: 22/agosto/2018.

Azrag, A.; Aziz, H.; Napp, N.; Bravo, C. R.; Sri, L. (2017). Building cognitive applications with IBM Watson Services: Volume 2 Conversation. IBM Redbooks, New York, NY, USA.

Bellman, R. E. (1978). An Introduction to Artificial Intelligence: Can Computers Think? Boyd & Fraser Publishing Company, San Francisco, CA, USA.

Caroli, P. (2015). Direto ao ponto: criando produtos de forma enxuta. Casa do Código, São Paulo, SP, Brasil.

Caroli, P. (2018a). Lean Inception: como alinhar pessoas e construir o produto certo. Editora Caroli, São Paulo, SP, Brasil.

Caroli, P. (2018b). O que é método Lean Inception. Disponível em: https://www.caroli.org/lean-inception/. Acesso em: 10/abril/2022.

Dale, R. (2016). Industry watch: the return of the chatbots. Natural Language Engineering 22 (5): 811-817.

Gabriel, R; Goel, R; Hedayatnia, B; Khatri, C; Mandal, A; Metanillou, A; Venkatesh, A. (2018). Contextual topic modeling for dialog systems. In: IEEE 2018 Spoken Language Technology, Athens, Greece. Disponível em: https://arxiv.org/pdf/1810.08135.pdf. Acesso em: 10/dezembro/2018.

Gil, A. C. Métodos e técnicas de pesquisa social. (2008). 6ed. Atlas S.A, São Paulo, SP, Brasil.

Janarthanam, S. Chatbot design canvas: What is a chatbot and how to build one. (2017). Disponível em: https://chatbotslife.com/chatbot-design-canvas-c3940685ca2c. Acesso em: 28/outubro/2018.

Jones, M. T. (2008). Artificial Intelligence: A Systems Approach. Infinity Science Press LLC, Hingham, MA, USA. Disponível em: https://repository.dinus.ac.id/docs/ajar/artificial%20intelligence%20a%20systems%20approach_file_2013-04-29_153250_m._arief_soeleman_m.kom__.pdf. Acesso em: 13/março/2022.

Kapp, K. M. (2012). The gamification of learning and instruction: game-based methods and strategies for training and education. Pfeifer, São Francisco, CA, USA.

Ludermir, T. B. (2021). Inteligência Artificial e Aprendizado de Máquina: Estado atual e tendências. Estudos Avançados, volume 35, número 101. Universidade de São Paulo (USP), 2021. Disponível em: https://www.scielo.br/j/ea/a/wXBdv8yHBV9xHz8qG5RCgZd/?lang=pt&format=pdf. Acesso em: 13/março/2022.

Mattos, P. L. C. L. (2005). A entrevista não-estruturada como forma de conversação: razões e sugestões para sua análise. Revista de Administração Pública, 39(4): 823-847.

Mohri, M.; Rostamizadeh, A.; Talwalkar, A. (2012). Foundations of machine learning. Massachutsetts Institute of Technology Press, Cambridge, MA, USA.

Okuda, T; Shoda, S. (2018). AI-based chatbot service for financial industry. Fujitsu Scientific & Technical Journal, 54(2): 4-8.

Pinheiro, F. R. (2006). Fundamentos em gerenciamento de serviços em TI baseado no ITIL.

Rich, E.; Knight, K.; Nair, S. B. (2009). Artificial intelligence. 3ed. Tata McGraw-Hill Publishing Company Limited, New Delhi, DL, India.

Russell, S.J; Norvig, P. (2010). Artificial intelligence: A modern approach. 3ed. Pearson Education Inc, New Jerseyx, NJ, USA. Disponível em: https://zoo.cs.yale.edu/classes/cs470/materials/aima2010.pdf. Acesso em: 20/março/2022

Santos, L. C. B. (2006). Aprendizagem, Cognição e Inteligência Artificial. Universidade de Estadual de Campinas (UNICAMP), SP, Brasil.

Turing, A. M. (1950). Computing machinery and intelligence. Mind 49 (LIX): 433-460.

Ventura, M. M. (2007). O Estudo de caso como modalidade de pesquisa. Revista da Sociedade de Cardiologia do Estado do Rio de Janeiro, 20(5): 383-386.

Weizenbaum, J. (1996). Eliza - a computer program for the study of natural language communication between man and machine. Magazine Communications of the ACM: Volume 9. New York, NY, USA. Disponível em https://dl.acm.org/citation.cfm?id=365168. Acesso em: 13/dezembro/2018.

Yin, R.K. (2001). Estudo de caso: planejamento e métodos. 2ed. Bookman, Porto Alegre, RS, Brasil.

Published

2025-02-05

How to Cite

Martins, A., & Abreu Paiva, P. (2025). ARTIFICIAL INTELLIGENCE IN COMPANIES: CASE STUDY OF CHATBOT LZ. Brazilian Journal of Management and Innovation (Revista Brasileira De Gestão E Inovação), 12(1). Retrieved from https://sou.ucs.br/etc/revistas/index.php/RBGI/article/view/13602

Issue

Vol. 12 No. 1 (2025): (January - April)

Section

RBGI Articles

License

Copyright (c) 2025 Anita Martins, Pedro Abreu Paiva

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

The author must guarantee that:

  • there is full consensus among all the coauthors in approving the final version of the document and its submission for publication.
  • the work is original, and when the work and/or words from other people were used, they were properly acknowledged.

Plagiarism in all of its forms constitutes an unethical publication behavior and is unacceptable. Revista Brasileira de Gestão e Inovação has the right to use software or any other method of plagiarism detection.

All manuscripts submitted to RBGI - Revista Brasileira de Gestão e Inovação go through plagiarism and self-plagiarism identification. Plagiarism identified during the evaluation process will result in the filing of the submission. In case plagiarism is identified in a manuscript published in the journal, the Editor-in-Chief will conduct a preliminary investigation and, if necessary, will make a retraction.

This journal, following the recommendations of the Open Source movement, provides full open access to its content. By doing this, the authors keep all of their rights allowing Revista Brasileira de Gestão e Inovação to publish and make its articles available to the whole community.

RBGI - Revista Brasileira de Gestão e Inovação content is licensed under a Creative Commons Attribution 4.0 International License.

Any user has the right to:

  • Share - copy, download, print or redistribute the material in any medium or format, linking to RBGI site.
  • Adapt - remix, transform and build upon the material for any purpose, even commercially.

According to the following terms:

  • Attribution - You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
  • No additional restrictions - You may not apply legal terms or technological measures that legally restrict others from doing anything that the license permits.

#RBGI