Chatbot Utilization in the Business and Industry: A Bibliometric Analysis

Abstract

In recent years, the adoption of chatbot technology has sparked a revolution across various industries, redefining the way businesses interact with customers and streamline their operations. These intelligent conversational agents have emerged as powerful tools, providing unprecedented levels of efficiency, personalization, and convenience for both customers and employees. The purpose of this paper is to delve into the evolution of chatbot trends and their extensive applications in business and industry. Drawing insights from an extensive analysis of 2,072 articles that were published in a period between 2017 and November 2024, we explore the statistical data, keywords, and co-citation information to uncover the surging adoption, increasing diversity, and novel application areas of chatbots and their supporting technologies. Our investigation seeks to identify key chatbot subjects based on publication numbers, the primary contributing countries, and the emerging research trends surrounding these intelligent conversational agents. Through an in-depth examination of citation structures, most cited articles, prominent authors, institutions, and countries, as well as related journals and rankings, we aim to unveil the allocation scheme of chatbot research in business and industry publications in recent years. Our results provide future research directions and practical implications for both researchers and practitioners.

Keywords

• Chatbots
• Virtual Assistant
• Artificial Intelligence
• Chatgpt
• Conversational Agent
• Interactive Agent
• Industry
• Business

References

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