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10-11-2022 | Theoretical article

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

Authors: Mark Anthony Camilleri, Ciro Troise

Published in: Service Business | Issue 1/2023

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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.

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Title: Live support by chatbots with artificial intelligence: A future research agenda
Authors: Mark Anthony Camilleri
Ciro Troise
Publication date: 10-11-2022
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2023
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-022-00513-9

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