Examinando por Materia "Chatbots"

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    Factores determinantes del impacto de agentes de inteligencia artificial en el desempeño comercial de PyMEs del sector moda e-commerce en Colombia
    (Universidad EAFIT, 2026-01-29) Marulanda Posada, Daniel Felipe; Gaviria Rincón, María José
    This study identifies the determinants of the perceived impact of adopting artificial intelligence (AI) agents on the commercial performance of small and medium-sized enterprises (SMEs) in Colombia’s fashion e-commerce sector. A gap was found between the acquisition of technology and its effective exploitation. A qualitative methodology based on semi-structured interviews with leaders from ten companies (including St. Even, Mario Hernández, and Dante) was used. The material was analyzed through thematic coding to contrast uses, outcomes, and organizational conditions of implementation. Findings show heterogeneous adoption, with priority given to chatbots for 24/7 service and generative agents for content and SEO optimization. Tangible results are reported based on evidence obtained from the interviews, such as the capture of up to 10% of total sales through virtual assistants and cost reductions in graphic production. However, technology by itself does not guarantee improvements in performance: impact is conditioned by the organization’s realized absorptive capacity (RACAP). Key determinants include data quality and unification (context), technical integration with transactional platforms, and leadership that fosters iteration and learning. Overall, AI acts as a multiplier of human capabilities and requires moving from isolated experimentation to strategic integration into core business processes.