Nowadays, customer service in telecommunications companies is often characterized by long waiting times and impersonal responses, leading to customer dissatisfaction, increased complaints, and higher operational costs. This study aims to optimize the customer service process through the implementation of a Generative AI Voicebot, developed using the SCRUMBAN methodology, which comprises seven phases: Objectives, To-Do Tasks, Analysis, Development, Testing, Deployment, and Completion. An experimental design was used with an experimental group and a control group, selecting a representative sample of 30 customer service processes for each evaluated indicator. The results showed a 34.72% reduction in the average time to resolve issues, a 33.12% decrease in service cancellation rates, and a 97% increase in customer satisfaction. The implications of this research suggest that the use of Generative AI In Voicebots can transform support strategies in service companies. In conclusion, the implementation of the Generative AI Voicebot has proven effective in significantly reducing resolution time and markedly increasing customer satisfaction. Future research is recommended to further explore the SCRUMBAN methodology and extend the use of Generative AI Voicebots in various business contexts.

Public recreation hubs play an important role in enhancing physical activities, social contacts, and the health status of a community. The quality of the experience in such a setting influences user satisfaction and dedication; however, there are limited studies that can adapt well-advanced conceptual frameworks to capture unique characteristics of the public recreation feature. This study investigates user expectations and perceptions of service quality within public recreation hubs in Gauteng Province, South Africa. Data collection was obtained through a cross-section of 385 respondents using a SERVQUAL instrument from 22 recreational hubs. Various statistical analyses were performed, of which the EFA produced a nine-factor solution and not the customary five SERVQUAL dimensions. Important findings include the emergence of an intersection of the constructs of empathy and assurance, thereby suggesting that the dimensions are perceived as connected in the context of relational services. In addition, program quality and community engagement came out as two other important dimensions, representing the expectation for pluralism in provision, or inclusiveness and participation. Demographic differences were significant, gender differences existed in the perception of tangibles and reliability. It provides useful recommendations for managers of recreational hubs and policymakers. It could improve tangible factors with standard maintenance activities, improved infrastructure, and coordinated operational routines that improve its reliability. Targeted training among the staff for empathy and reassurance, and programming targeted to meet demographic needs, can be helpful in serving the various needs. Community building strategies, such as participatory planning and outreach programs, help make the people who feel included in them and loyal to facilities stay. It will not only help in offering better service delivery but also ensure that facilities within such public recreation hubs last long. This work contributes to service quality theory because it applies the SERVQUAL framework in a community-based recreational environment and shows its practical benefit in service delivery improvement of public services. Further work should adopt longitudinal methods and multi-regional analyses in the development and refinement of such findings to enhance generalisability across settings. Results have important implications for the development of user-focused, sustainable public recreation services compatible with changing community needs.