A BIBLIOMETRIC REVIEW OF CHATBOTS IN THE CONTEXT OF CUSTOMER SUPPORT
A BIBLIOMETRIC REVIEW OF CHATBOTS IN THE CONTEXT OF CUSTOMER SUPPORT

Summary/Abstract: With the birth of new technologies and their progressive incorporation into everyday life, human beings have managed to perform tasks much more efficiently that previously required a large number of personnel and time. Nowadays, these tasks, which could be a significant added burden for companies, are considerably reduced thanks to technology and Artificial Intelligence (AI). It is clear that technological globalization is present on a daily basis and is increasingly incorporated progressively in almost all known sectors. These rapid technological advances have allowed the development of various tools that facilitate some of the tasks of different companies, one of which is the Chatbots. This article identifies the important issues on which scholars have focused, and so can serve as a reference for the future research and discussions of chatbots. The first goal we set was to understand what a chatbot is and how they work. The second objective was to know their characteristics, advantages and disadvantages.

• Details
• Contents