USE OF CHATBOTS IN E-COMMERCE: A COMPREHENSIVE SYSTEMATIC REVIEW

Gamboa-Cruzado J.; Menendez-Morales C.; Del Carpio C.F.; López-Goycochea J.; Arévalo A.A.; Vargas C.R. · Journal of Theoretical and Applied Information Technology (2023)

Resumen

The advance of Chatbots nowadays presents a great number of techniques for its subsequent implementation in e-commerce, thus diverting from the traditional user experience that is normally had when making purchases when browsing the Internet. The objective of the research was to know the state of the art about Chatbots and their impact on E-Commerce. A systematic literature review (SLR) was conducted based on B. Kitchenham and S. Charters [76] from 2017 to 2021. The search strategy identified 233 085 papers from digital libraries such as Scopus, IEEE Xplore, Google Scholar, Springer, ACM Digital Library, ProQuest, Taylor & Francis Online and Wiley Online Library. Only 75 papers were selected for review and analysis based on exclusion criteria. The results of the systematic review have focused mostly on recent studies of Chatbots where it offers better implementation techniques for e-commerce; a bibliometric mapping of the extracted studies is also provided.

Instituciones: Universidad de San Martín de Porres; Universidad Nacional Federico Villarreal; Universidad Nacional de San Martín