聊天机器人对客户满意度的影响:系统文献综述

IF 0.6 Q4 COMPUTER SCIENCE, INFORMATION SYSTEMS

TEM Journal-Technology Education Management Informatics Pub Date : 2023-08-28 DOI:10.18421/tem123-21

Alfredo Daza Vergaray, Wilfredo Fabriccio Peralta Robles, Jahaira Arely Salazar Jiménez

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引用次数: 2

摘要

本文的主要目的是区分聊天机器人技术对客户需求的影响。进行了系统的文献综述，以确定诸如:研究存在的聊天机器人，聊天机器人的类型，效益和使用这项技术的国家。为此，执行了34篇文章并分析了文件。在得到的结果中，聊天机器人应用于信息和通信技术，使用最多的聊天机器人是文本的，因为它的好处是它解决查询或疑问，使用最多的国家是美国。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review

The main objective of this article is to distinguish the impact of chatbots technology on customer needs. A systematic literature review was conducted to determine aspects such as: Studies exist of chatbots, type of chatbots, benefits and countries that used this technology. For this, 34 articles were carried out and analysing the documentation. Among the results obtained are the following that chatbots are applied in Information and Communication Technologies , the most use chatbots are textual, as the benefits are that it solves queries or doubts, and the country that is most used is the United States.

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来源期刊

TEM Journal-Technology Education Management Informatics COMPUTER SCIENCE, INFORMATION SYSTEMS-

CiteScore

2.20

自引率

14.30%

发文量

176

审稿时长

8 weeks

期刊介绍： TEM JOURNAL - Technology, Education, Management, Informatics Is a an Open Access, Double-blind peer reviewed journal that publishes articles of interdisciplinary sciences: • Technology, • Computer and informatics sciences, • Education, • Management