Chatbots are computer programs that use artificial intelligence to communicate with customers through text or voice. In Customer Service Management, chatbots are increasingly used to provide quick, convenient and continuous support to customers. They can understand customer queries, provide information, guide users through processes and, when necessary, transfer complex issues to human service representatives. Their growing importance is mainly due to the need for faster, personalized and cost-effective customer service. One of the major advantages of chatbots is their availability. Unlike human employees, chatbots can provide customer support 24 hours a day and seven days a week. Customers can ask questions at any time regarding products, services, order status, payments, delivery schedules or account information. This is particularly useful for organizations serving customers across different time zones. Continuous availability improves accessibility and reduces waiting time. Chatbots also provide quick responses to frequently asked questions. They