The Use of Chatbots in Digital Business Transformation: A Systematic Literature Review

Abstract

The 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. Although there is a plethora of recent studies available, not all of them deal with the digital business transformation implications of chatbots. 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 chatbots, identify their role in digital business transformation and suggest the areas warranting further attention. 74 papers were included in the research. Topical (focus and applications), methodological (methods used, sample size, sample type, and countries studied) and bibliometric (publication outlet, citations, and Altmetric Attention Score) aspects are evaluated and described. Scholars and practitioners can use the results to identify topics, areas, and applications that are intensely discussed in the literature and require further attention, select a methodology for their research that is well established in the field or is emerging, identify the most influential publications not to be missed in their research or identify publication outlets for publishing their research on chatbots.

Keywords

• AI
• chatbots
• conversational agents
• digital business transformation
• digital disruption
• ML