The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review
Author:
Vergaray Alfredo Daza1,
Peralta Robles Wilfredo Fabriccio1,
Salazar Jiménez Jahaira Arely1
Affiliation:
1. School of Systems Engineering, Universidad César Vallejo, Lima, Peru
Abstract
The main objective of this article is to distinguish the impact of chatbots technology on customer needs. A systematic literature review was conducted to determine aspects such as: Studies exist of chatbots, type of chatbots, benefits and countries that used this technology. For this, 34 articles were carried out and analysing the documentation. Among the results obtained are the following that chatbots are applied in Information and Communication Technologies , the most use chatbots are textual, as the benefits are that it solves queries or doubts, and the country that is most used is the United States.
Publisher
Association for Information Communication Technology Education and Science (UIKTEN)
Subject
Management of Technology and Innovation,Information Systems and Management,Strategy and Management,Education,Information Systems,Computer Science (miscellaneous)
Cited by
1 articles.
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