The growing importance of artificial intelligence (AI) in the business and scientific context is evident. Organizations must begin to coexist and use AI as any other tool that increases their efficiency and effectiveness. Based on this, this research work focuses on the application of chatbots to improve operational efficiency and transform customer service. The main objective of this work is to have a perception of the real impact that chatbots have on companies, that is, to see the benefits and main challenges associated with their use. The main question of the study addresses the positive and negative impacts of implementing chatbots in companies, focusing on three fundamental areas: the first focuses on customer service, the second on the effectiveness of internal procedures and the third on interpersonal interactions in the business context. This study is justified by the need for companies to adapt to emerging technologies to increase competitiveness and efficiency, in addition to responding promptly to market demands. The study, no matter how much its authors try to reach the whole, is impossible. Thus, limitations of this study are pointed out, as well as suggestions for future work.