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

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 focused 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.