Chatbots in customer service: Their relevance and impact on …
WEBJan 1, 2022 · Chatbots are increasingly finding their way into e-commerce and e-services, as their implementation opens up promising opportunities to improve customer service. The present paper examines chatbots in this context, elaborating on their functional aspects that are rapidly leading to significant improvements in service quality.
The Role of Chatbots in Enhancing Customer Experience: …
WEBJan 1, 2022 · The study found that the analysed marketing journals paid less attention to intelligent agents within the field of customer experience. Another observation is that most of research on chatbots and customer experience in these two databases were conducted between 2020 and 2021.
Chatbots: History, technology, and applications - ScienceDirect
WEBDec 15, 2020 · This literature review presents the History, Technology, and Applications of Natural Dialog Systems or simply chatbots. It aims to organize critical information that is a necessary background for further research activity in the field of chatbots.
AI-based chatbots in customer service and their effects on user ...
WEBMar 17, 2020 · Today, human chat service agents are frequently replaced by conversational software agents or chatbots, which are systems designed to communicate with human users by means of natural language often based on artificial intelligence (AI).
Unleashing the potential of chatbots in business: A bibliometric ...
WEBJul 16, 2023 · The study reveals that adoption of chatbots in business accelerated during the pandemic period. The findings also highlight a plethora of opportunities for research in areas like chatbot design cues, user experience, chatbots in collaboration with human agents, and chatbot ethics and privacy.
The Use of Chatbots in Digital Business Transformation: A Systematic ...
WEBThe research on chatbots has gained momentum over the past few years. Academics and practitioners investigate how these tools for communication with customers or internal team can be improved in terms of their performance, acceptance, and deployment.
(PDF) The Use of Chatbots in Digital Business Transformation: A ...
WEBJul 28, 2021 · The main aim of the research presented in this paper was to conduct a systematic literature review of high-quality journal research papers in order to summarise the current state of research on...
Organizational Factors Affecting Successful Implementation of Chatbots …
WEBAug 31, 2021 · Through thematic analysis, five organizational factors were detailed as important for successful chatbot implementation: (1) work and team organization, (2) change management, (3) competencies and competency acquisition, (4) organizational resources, and (5) performance measures.
AI-based chatbots in conversational commerce and their effects …
WEBChatbots have become an increasingly important gateway to digital services and information (Følstad et al., 2021) that provide scalability, cost-effectiveness, and control over the quality of interactions and additional customer data (Crolic et al., 2021).
A Literature Survey of Recent Advances in Chatbots - MDPI
WEBJan 15, 2022 · Chatbots are intelligent conversational computer systems designed to mimic human conversation to enable automated online guidance and support. The increased benefits of chatbots led to their wide adoption by many industries in order to provide virtual assistance to customers.
Skip to content