CHATBOTS FOR CUSTOMER SERVICE: A COMPREHENSIVE SYSTEMATIC LITERATURE REVIEW

Gamboa-Cruzado J.; Carbajal-Jiménez P.; Romero-Villón M.; Mujica Ruiz O.H.; Lalupu J.C.; Miranda M.C. · Journal of Theoretical and Applied Information Technology (2022)

Resumen

Customer service oriented technical support is common, but it has a high demand of users who need to be attended to simultaneously and at any time. This paper presents a systematic literature review showing a broad perspective on chatbots applied to customer service. Searches were conducted in: IEEE Xplore, Taylor & Francis, ETHzurich, Wiley Online Library, Science Direct, ERIC, ERIC, Microsoft Academic, Google Scholar, ACM Digital Library, and ARDI. This review presents discussions on the feasibility of implementing chatbots in customer service. The results of the systematic review conclude that chatbots are constantly improving with respect to the technologies used for their implementation, consequently, there is an improvement in the application of customer service, which has also caused the expansion of the scope of application reaching sectors such as health, transportation, education, among others. This application is booming in all countries of the world; however, the United States is the one that has more research, due to the great demand of customers and the great technological advancement, therefore, this country is the one who is at the forefront when it comes to chatbots.

Instituciones: Universidad Nacional Federico Villarreal