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dc.contributor.authorCamilleri, Mark Anthony-
dc.contributor.authorTroise, Ciro-
dc.identifier.citationCamilleri, M.A. & Troise, C. (2022). Live support by chatbots with artificial intelligence: A future research agenda. Service Business,
dc.description.abstractThis 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.en_GB
dc.subjectCustomer servicesen_GB
dc.subjectOnline information servicesen_GB
dc.subjectArtificial intelligenceen_GB
dc.subjectDeep learning (Machine learning)en_GB
dc.subjectHuman-computer interactionen_GB
dc.titleLive support by chatbots with artificial intelligence : a future research agendaen_GB
dc.rights.holderThe copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder.en_GB
dc.publication.titleService Businessen_GB
Appears in Collections:Scholarly Works - FacMKSCC

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