Influence of chatbots on the export of information technology services in Asia: bibliographic review period 2019-2022

Agustín Vásquez Tarrillo R.; Luisaldo Vera Peña R.; César Vergaray Monteza J.; Vanesa Zamora Alhuay J.; Alexandra Zuloaga Gamarra P.; Mercedes Cerna Huarachi D.; del Pilar Napa Alva R. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/laccei2024.1.1.636

Resumen

This study focuses on analyzing the influence of chatbot implementation on the export of information technology services in China, South Korea, Hong Kong during the period 2019-2022.The methodology employed a systematic review of scientific literature, making the development mostly a qualitative descriptive design.Additionally, 30 research articles were selected to analyze how personalization of interactions with clients, self-service, and the collection of feedback in chatbots influence the exportation of information technology services.The findings indicate that the implementation of chatbots has emerged as a critical factor in optimizing the processes of exporting information technology services in a highly competitive and digitized market.

Instituciones: Universidad Peruana de Ciencias Aplicadas