The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review

Alfredo Daza Vergaray; Wilfredo Fabriccio Peralta Robles; Jahaira Arely Salazar Jiménez

doi:10.18421/TEM123-21

The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review

Alfredo Daza Vergaray
, Wilfredo Fabriccio Peralta Robles
, Jahaira Arely Salazar Jiménez

César Vallejo University

Research output: Contribution to journal › Review article › peer-review

21 Scopus citations

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.

Original language	English
Pages (from-to)	1407-1417
Number of pages	11
Journal	TEM Journal
Volume	12
Issue number	3
DOIs	https://doi.org/10.18421/TEM123-21
State	Published - 1 Aug 2023

Access to Document

10.18421/TEM123-21

Cite this

@article{ca9f9e670da742b79165a3c5d98d09e4,

title = "The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review",

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.",

keywords = "Chatbots technology, loyalty, satisfaction, systematic review",

author = "Vergaray, \{Alfredo Daza\} and Robles, \{Wilfredo Fabriccio Peralta\} and Jim{\'e}nez, \{Jahaira Arely Salazar\}",

note = "Publisher Copyright: {\textcopyright} 2023. Alfredo Daza Vergaray, Wilfredo Fabriccio Peralta Robles \& Jahaira Arely Salazar Jim{\'e}nez; published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivs 4.0 License.",

year = "2023",

month = aug,

day = "1",

doi = "10.18421/TEM123-21",

language = "English",

volume = "12",

pages = "1407--1417",

journal = "TEM Journal",

issn = "2217-8309",

publisher = "UIKTEN - Association for Information Communication Technology Education and Science",

number = "3",

}

TY - JOUR

T1 - The Impact of Chatbots on Customer Satisfaction

T2 - A Systematic Literature Review

AU - Vergaray, Alfredo Daza

AU - Robles, Wilfredo Fabriccio Peralta

AU - Jiménez, Jahaira Arely Salazar

N1 - Publisher Copyright: © 2023. Alfredo Daza Vergaray, Wilfredo Fabriccio Peralta Robles & Jahaira Arely Salazar Jiménez; published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivs 4.0 License.

PY - 2023/8/1

Y1 - 2023/8/1

N2 - 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.

AB - 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.

KW - Chatbots technology

KW - loyalty

KW - satisfaction

KW - systematic review

UR - https://www.scopus.com/pages/publications/85171486229

U2 - 10.18421/TEM123-21

DO - 10.18421/TEM123-21

M3 - Review article

AN - SCOPUS:85171486229

SN - 2217-8309

VL - 12

SP - 1407

EP - 1417

JO - TEM Journal

JF - TEM Journal

IS - 3

ER -

The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review

Abstract

Access to Document

Other files and links

Fingerprint

Cite this