Live support by chatbots with artificial intelligence: A future research agenda

Mark Anthony Camilleri () and Ciro Troise
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Mark Anthony Camilleri: University of Malta
Ciro Troise: University of Turin

Service Business, 2023, vol. 17, issue 1, No 4, 80 pages

Abstract: Abstract This research uses a Preferred Reporting Items for Systematic Review and Meta-Analysis (PRISMA) protocol to investigate the utility of artificially intelligent (AI) conversational chatbots in service business settings. The findings shed light on key theoretical underpinnings focussed on human–computer interactions and clarify the benefits and costs of using responsive chatbot technologies. This contribution implies that, for the time being, works are still in progress for interactive, anthropomorphic chatbots to mimic human customer services agents’ verbal, vocal and visual cues, when they respond to online queries. In conclusion it puts forward plausible research avenues in this promising area of study.

Keywords: Conversational agents; Online customer services; Customer experience; Anthropomorphism; Artificial intelligence (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s11628-022-00513-9

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