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ChatBots and Business Strategy

Abstract:

New technologies emerge every day, and existing ones are improving. Due to this improvement, chatbots with artificial intelligence appeared. A chatbot is a robot (bot), built through rules defined by a conversational flow and/or Artificial Intelligence, which meets a certain demand of the person who is chatting with it and delivers pre-defined responses. Chatting with a chatbot allows you to solve most customer requests without the intervention of a human, and applications can rely on a powerful ally, artificial intelligence. There are chatbots with and without artificial intelligence; the adoption of one or the other depends on the business of each company. The greater the degree of difficulty in identifying its presence, the greater its efficiency. With artificial intelligence, chatbots can develop in a surprising way, going far beyond a customer service solution, and even becoming indispensable in business strategy. In this article, we will carry out a qualitative bibliometric analysis of works on this topic, with the objective of evaluating the impact of bots on business strategy.