DOI: 10.18421/tem123-21 ISSN:
The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review
Alfredo Daza Vergaray, Wilfredo Fabriccio Peralta Robles, Jahaira Arely Salazar Jiménez- Management of Technology and Innovation
- Information Systems and Management
- Strategy and Management
- Education
- Information Systems
- Computer Science (miscellaneous)
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.