Conversational Artificial Intelligence and Natural Language Processing in Customer Service: A Bibliometric Review

Sthip Inofuente-Ramos K.; Flor Alvarez-Apaza A.; Manuel Huamani-Paucara J.; Alfredo Sulla-Torres J.; Rosas-Paredes K. · Advances in Artificial Intelligence and Machine Learning (2025) · DOI: 10.54364/aaiml.2025.54250

Resumen

The integration of conversational artificial intelligence (AI) and natural language processing (NLP) is currently transforming customer service in various domains, including commerce, education, and the public sector. This article examines recent studies that utilize these technologies in the context of customer support, with a particular focus on micro, small, and medium-sized enterprises (MSMEs). The articles were obtained from the following sources: Scopus, Web of Science, ScienceDirect, and Springer Nature. Using the PRISMA framework, 263 initial records were reviewed and narrowed down to 139 relevant studies. A bibliometric analysis was conducted using VOSviewer and Mendeley to ascertain the relationships between keywords, thematic groups, and citation patterns. The results show that the United States, India, and the United Kingdom are the most active contributors, exhibiting a robust presence in commerce, Industry 4.0, and technology tools. Common keywords include “AI,” “chatbot,” “customer service,” and “large language models.” This review identifies predominant research trends, emerging subjects, and the paucity of studies in areas such as public health and government policy. These findings have the potential to inform future research and stimulate practical initiatives in Latin America and other regions.

Instituciones: Universidad Católica de Santa María