DR. LAURA CHEN. Comparative Analysis of AI-Powered Customer Service vs. Human Service Performance. The Sankalpa: International Journal of Management Decisions, [S. l.], v. 9, n. 2, p. 60–66, 2023. Disponível em: https://thesankalpa.org/ijmd/article/view/115. Acesso em: 4 feb. 2026.