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Chatbot Utilization in the Business and Industry: A Bibliometric Analysis

Year 2025, Volume: 9 Issue: 2, 464 - 490, 31.12.2025

Aysun Bozanta , Soner Soyçeçel , Durmuş Ali Öner , Valeriy Hagverdiyev , Süleyman Hilmi Beşli

https://doi.org/10.26650/acin.1623481
https://izlik.org/JA44YF76WS

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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Year 2025, Volume: 9 Issue: 2, 464 - 490, 31.12.2025

Aysun Bozanta , Soner Soyçeçel , Durmuş Ali Öner , Valeriy Hagverdiyev , Süleyman Hilmi Beşli

https://doi.org/10.26650/acin.1623481
https://izlik.org/JA44YF76WS

Abstract

References

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  • Cunningham-Nelson, S., Boles, W., Trouton, L., & Margerison, E. (2019). A review of chatbots in education: practical steps forward. In 30th annual conference for the australasian association for engineering education (AAEE 2019): educators becoming agents of change: innovate, integrate, motivate (pp. 299-306). Engineers Australia. google scholar
  • Dani, R., Rawal, Y. S., Bagchi, P., & Khan, M. (2022). Opportunities and Challenges in Implementation of Artificial Intelligence in Food & Beverage Service Industry. 2021 International Conference on Advancements in Engineering and Sciences, ICAES 2021. google scholar
  • Davis, F. D. (1986). A Technology Acceptance Model for Empirical Testing New End-User Information System: Theory and Results. Massachusetts Institute of Technology. google scholar
  • Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. Management Information Systems Quarterly, 13(3), 319–340. doi:10.2307/249008 google scholar
  • de Arriba-Pérez, F., García-Méndez, S., González-Castaño, F. J., & Costa-Montenegro, E. (2022). Automatic detection of cognitive impairment in elderly people using an entertainment chatbot with Natural Language Processing capabilities. Journal of Ambient Intelligence and Humanized Computing, 1-16. google scholar
  • Di Vaio, A., Hassan, R., & Alavoine, C. (2022). Data intelligence and analytics: A bibliometric analysis of human–Artificial intelligence in public sector decision-making effectiveness. Technological Forecasting and Social Change, 174, 121201. google scholar
  • Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133, 285-296. google scholar
  • Dwivedi, A. K., Virmani, D., Ramasamy, A., Acharjee, P. B., & Tiwari, M. (2022). Modelling and analysis of artificial intelligence approaches in enhancing the speech recognition for effective multi-functional machine learning platform–A multi regression modelling approach. Journal of Engineering Research-ICMET Special Issue, 04-06. google scholar
  • Dwivedi, Y. K., Kshetri, N., Hughes, L., Slade, E. L., Jeyaraj, A., Kar, A. K., … & Wright, R. (2023). Opinion Paper:“So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy. International Journal of Information Management, 71, 102642. google scholar
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50. https://doi.org/10.2307/3151312 google scholar
  • Gnewuch, U., Morana, S., Heckmann, C., & Maedche, A. (2018). Designing conversational agents for energy feedback. In S. Chatterjee, K. Dutta, & R. P. Sundarraj (Eds.), 13th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2018 (Vol. 10844 LNCS, pp. 18-33): Springer Verlag. google scholar
  • Huang, S. Y. B., & Lee, C. J. (2022). Predicting continuance intention to fintech chatbot. Computers in Human Behavior, 129, Article 107027. https://doi.org/10.1016/j.chb.2021.107027 google scholar
  • Hwang, M. H., Lee, I. T., Chae, C. H., & Jung, N. J. (2020). Gen2Vec: Deep learning based distributed representation framework of words and documents for diagnostic services of power generation facility. Transactions of the Korean Institute of Electrical Engineers, 69(12), 1808-1815. https://doi.org/10.5370/KIEE.2020.69.12.1808 google scholar
  • Hwang, G. J., & Chang, C. Y. (2021). A review of opportunities and challenges of chatbots in education. Interactive Learning Environments, 1-14. google scholar
  • Hwang, S., & Kim, J. (2021). Toward a chatbot for financial sustainability. Sustainability (Switzerland), 13(6), Article 3173. https://doi.org/10.3390/su13063173 google scholar
  • Jang, M., Jung, Y., & Kim, S. (2021). Investigating managers' understanding of chatbots in the Korean financial industry. Computers in Human Behavior, 120, 106747. google scholar
  • Jenneboer, L. (2022). Interaction effects between anthropomorphic chatbot characteristics on the customer experience: appearance, language style, and emoji-use (Master's thesis, University of Twente). google scholar
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There are 72 citations in total.

Details

Primary Language English
Subjects Natural Language Processing, Satisfiability and Optimisation, Artificial Intelligence (Other)
Journal Section Research Article
Authors

Aysun Bozanta 0000-0002-1768-6278

Soner Soyçeçel 0009-0005-4966-7468

Durmuş Ali Öner 0009-0003-7497-473X

Valeriy Hagverdiyev 0009-0001-0570-4117

Süleyman Hilmi Beşli 0009-0006-4281-4725

Submission Date January 20, 2025
Acceptance Date September 29, 2025
Publication Date December 31, 2025
DOI https://doi.org/10.26650/acin.1623481
IZ https://izlik.org/JA44YF76WS
Published in Issue Year 2025 Volume: 9 Issue: 2

Cite

APA Bozanta, A., Soyçeçel, S., Öner, D. A., Hagverdiyev, V., & Beşli, S. H. (2025). Chatbot Utilization in the Business and Industry: A Bibliometric Analysis. Acta Infologica, 9(2), 464-490. https://doi.org/10.26650/acin.1623481
AMA 1.Bozanta A, Soyçeçel S, Öner DA, Hagverdiyev V, Beşli SH. Chatbot Utilization in the Business and Industry: A Bibliometric Analysis. ACIN. 2025;9(2):464-490. doi:10.26650/acin.1623481
Chicago Bozanta, Aysun, Soner Soyçeçel, Durmuş Ali Öner, Valeriy Hagverdiyev, and Süleyman Hilmi Beşli. 2025. “Chatbot Utilization in the Business and Industry: A Bibliometric Analysis”. Acta Infologica 9 (2): 464-90. https://doi.org/10.26650/acin.1623481.
EndNote Bozanta A, Soyçeçel S, Öner DA, Hagverdiyev V, Beşli SH (December 1, 2025) Chatbot Utilization in the Business and Industry: A Bibliometric Analysis. Acta Infologica 9 2 464–490.
IEEE [1]A. Bozanta, S. Soyçeçel, D. A. Öner, V. Hagverdiyev, and S. H. Beşli, “Chatbot Utilization in the Business and Industry: A Bibliometric Analysis”, ACIN, vol. 9, no. 2, pp. 464–490, Dec. 2025, doi: 10.26650/acin.1623481.
ISNAD Bozanta, Aysun - Soyçeçel, Soner - Öner, Durmuş Ali - Hagverdiyev, Valeriy - Beşli, Süleyman Hilmi. “Chatbot Utilization in the Business and Industry: A Bibliometric Analysis”. Acta Infologica 9/2 (December 1, 2025): 464-490. https://doi.org/10.26650/acin.1623481.
JAMA 1.Bozanta A, Soyçeçel S, Öner DA, Hagverdiyev V, Beşli SH. Chatbot Utilization in the Business and Industry: A Bibliometric Analysis. ACIN. 2025;9:464–490.
MLA Bozanta, Aysun, et al. “Chatbot Utilization in the Business and Industry: A Bibliometric Analysis”. Acta Infologica, vol. 9, no. 2, Dec. 2025, pp. 464-90, doi:10.26650/acin.1623481.
Vancouver 1.Bozanta A, Soyçeçel S, Öner DA, Hagverdiyev V, Beşli SH. Chatbot Utilization in the Business and Industry: A Bibliometric Analysis. ACIN [Internet]. 2025 Dec. 1;9(2):464-90. Available from: https://izlik.org/JA44YF76WS