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https://www.um.edu.mt/library/oar/handle/123456789/103402
Title: | Live support by chatbots with artificial intelligence : a future research agenda |
Authors: | Camilleri, Mark Anthony Troise, Ciro |
Keywords: | Customer services Marketing Online information services Artificial intelligence Anthropomorphism Deep learning (Machine learning) Human-computer interaction |
Issue Date: | 2022 |
Publisher: | Springer |
Citation: | Camilleri, M.A. & Troise, C. (2022). Live support by chatbots with artificial intelligence: A future research agenda. Service Business, https://doi.org/10.1007/s11628-022-00513-9 |
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. |
URI: | https://www.researchgate.net/publication/365049624_Live_support_by_chatbots_with_artificial_intelligence_A_future_research_agenda https://www.um.edu.mt/library/oar/handle/123456789/103402 |
Appears in Collections: | Scholarly Works - FacMKSCC |
Files in This Item:
File | Description | Size | Format | |
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Live support by chatbots with artificial intelligence.pdf | 989.56 kB | Adobe PDF | View/Open | |
Table 1 Human - Computer Interaction Theories.pdf | 508.15 kB | Adobe PDF | View/Open | |
Table 3 Popular researched topics relating to the use of artificially intelligent chatbot technologies.pdf | 439.17 kB | Adobe PDF | View/Open | |
Table 4 A research agenda on artificially intelligent chatbot technologies for automated customer services.pdf | 436.51 kB | Adobe PDF | View/Open |
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