Chatbot Utilization in the Business and Industry: A Bibliometric Analysis

Öz

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.

Anahtar Kelimeler

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

Kaynakça

1. Abd-Alrazaq, A. A., Alajlani, M., Ali, N., Denecke, K., Bewick, B. M., & Househ, M. (2021). Perceptions and opinions of patients about mental health chatbots: scoping review. Journal of Medical Internet Research, 23(1), e17828. google scholar
2. Abdulla, H., Eltahir, A. M., Alwahaishi, S., Saghair, K., Platos, J., & Snasel, V. (2022). Chatbots Development Using Natural Language Processing: A Review. 26th International Conference on Circuits, Systems, Communications and Computers, CSCC 2022, google scholar
3. Abioye, S. O., Oyedele, L. O., Akanbi, L., Ajayi, A., Delgado, J. M. D., Bilal, M., … & Ahmed, A. (2021). Artificial intelligence in the construction industry: A review of present status, opportunities and future challenges. Journal of Building Engineering, 44, 103299. google scholar
4. Adamopoulou, E., & Moussiades, L. (2020). Chatbots: History, technology, and applications. Machine Learning with Applications, 2, 100006. google scholar
5. Ahmed, I., Jeon, G., & Piccialli, F. (2022). From artificial intelligence to explainable artificial intelligence in industry 4.0: a survey on what, how, and where. IEEE Transactions on Industrial Informatics, 18(8), 5031-5042. google scholar
6. Ajzen, I. (1985). From Intentions to Actions: A Theory of Planned Behaviour. In J. Kuhl & J. Beckmann (Eds.), Action Control (pp. 11–39). Springer-Verlag Berlin Heidelberg. doi:10.1007/978-3-642-69746-3_2 google scholar
7. Amantea, I. A., Sulis, E., Boella, G., De Marchi, F., Mazzini, L., Alloatti, F., & Bolioli, A. (2022). Adopting Assistive Technologies in Healthcare Processes: A Chatbot for Patients with Amyotrophic Lateral Sclerosis. In A. Bettelli, A. Monteriu, & L. Gamberini (Eds.), 11th Italian Forum on Ambient Assisted Living, ForItAAL 2020 (Vol. 884 LNEE, pp. 163-174): Springer Science and Business Media Deutschland GmbH. google scholar
8. Angelov, S., & Lazarova, M. (2019). E-commerce distributed chatbot system. 9th Balkan Conference in Informatics, BCI 2019, google scholar

9. Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183-189. https://doi.org/10.1016/j.chb.2018.03.051 google scholar
10. Bandura, A. (1986). Social Foundations of Thought and Action: A Social Cognitive Theory (1st ed.). Englewood Cliffs, NJ: Prentice Hall. google scholar
11. Barbosa, R., & Araujo, M. (2022). AI-driven Human-centric Control Interfaces for Industry 4.0 with Role-based Access. 16th International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2022. google scholar
12. Bhirud, N., Tataale, S., Randive, S., & Nahar, S. (2019). A literature review on chatbots in healthcare domain. International Journal of Scientific & Technology Research, 8(7), 225-231. google scholar
13. Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer experience challenges: bringing together digital, physical and social realms [Article]. Journal of Service Management, 29(5), 776-808. https://doi.org/10.1108/JOSM-04-2018-0113 google scholar
14. Calvaresi, D., Ibrahim, A., Calbimonte, J. P., Schegg, R., Fragniere, E., & Schumacher, M. (2021). The evolution of chatbots in tourism: A systematic literature review. In Information and Communication Technologies in Tourism 2021: Proceedings of the ENTER 2021 eTourism Conference, January 19–22, 2021 (pp. 3-16). Springer International Publishing. google scholar
15. Canhoto, A. I., & Clear, F. (2020). Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential. Business Horizons, 63(2), 183-193. https://doi.org/10.1016/j.bushor.2019.11.003 google scholar
16. Cernian, A., Tiganoaia, B., & Orbisor, B. (2021). An Exploratory Research on the Impact of Digital Assistants in Education. 17th International Scientific Conference on eLearning and Software for Education, eLSE 2021, google scholar
17. Clarizia, F., De Santo, M., Lombardi, M., & Santaniello, D. (2021). E-learning and industry 4.0: A chatbot for training employees. In Advances in Intelligent Systems and Computing (Vol. 1184, pp. 445-453): Springer Science and Business Media Deutschland GmbH. google scholar
18. 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
19. 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
20. 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
21. 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
22. 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
23. 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
24. 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
25. 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
26. 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
27. 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
28. 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
29. 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
30. 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
31. Hwang, G. J., & Chang, C. Y. (2021). A review of opportunities and challenges of chatbots in education. Interactive Learning Environments, 1-14. google scholar
32. 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
33. 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
34. 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
35. Johannsen, F., Leist, S., Konadl, D., & Basche, M. (2018). Comparison of commercial chatbot solutions for supporting customer interaction. google scholar
36. Kim, Y., & Crowston, K. (2011). Technology Adoption and Use Theory Review for Studying Scientists’ Continued Use of Cyber-infrastructure. Proceedings of the American Society for Information Science and Technology, 48(1), 1–10. google scholar
37. Kousi, N., Gkournelos, C., Aivaliotis, S., Giannoulis, C., Michalos, G., & Makris, S. (2019). Digital twin for adaptation of robots' behavior in flexible robotic assembly lines. 7th International Conference on Changeable, Agile, Reconfigurable and Virtual Production, CARV 2018. google scholar
38. Kuhail, M. A., Alturki, N., Alramlawi, S., & Alhejori, K. (2023). Interacting with educational chatbots: A systematic review. Education and Information Technologies, 28(1), 973-1018. google scholar
39. Lai, S. T., Leu, F. Y., & Lin, J. W. (2019). A Banking Chatbot Security Control procedure for Protecting User Data Security and Privacy. In Lecture Notes on Data Engineering and Communications Technologies (Vol. 25, pp. 561-571): Springer Science and Business Media Deutschland GmbH. google scholar
40. Lee, J., Davari, H., Singh, J., & Pandhare, V. (2018). Industrial Artificial Intelligence for industry 4.0-based manufacturing systems. Manufacturing Letters, 18, 20-23. google scholar
41. Lee, I., & Shin, Y. J. (2020). Machine learning for enterprises: Applications, algorithm selection, and challenges. Business Horizons, 63(2), 157-170. https://doi.org/10.1016/j.bushor.2019.10.005 google scholar
42. Loureiro, S. M. C., Guerreiro, J., & Tussyadiah, I. (2021). Artificial intelligence in business: State of the art and future research agenda. Journal of Business Research, 129, 911-926. google scholar
43. Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019). Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937-947. https://doi.org/10.1287/mksc.2019.1192 google scholar
44. Mendon, A., Patil, M., Gupta, Y., Kadakia, V., & Doshi, H. (2023). Automated Healthcare System Using AI Based Chatbot. In V. E. Balas, V. B. Semwal, & A. Khandare (Eds.), International Conference on Intelligent Computing and Networking, IC-ICN 2022 (Vol. 632, pp. 191-205): Springer Science and Business Media Deutschland GmbH. google scholar
45. Mordor Intelligence, (2023). Chatbot Market Size & Share Analysis - Growth Trends & Forecasts (2023 - 2028). Accessed at: https://www.mordorintelligence.com/industry-reports/global-chatbot-market google scholar
46. Miklosik, A., Evans, N., & Qureshi, A. M. A. (2021). The use of chatbots in digital business transformation: A systematic literature review. IEEE Access, 9, 106530-106539. google scholar
47. Nass, C., & Moon, Y. (2000). Machines and mindlessness: Social responses to computers. Journal of Social Issues, 56, 81-103. https://doi.org/10.1111/0022-4537.00153 google scholar
48. Okonkwo, C. W., & Ade-Ibijola, A. (2021). Chatbots applications in education: A systematic review. Computers and Education: Artificial Intelligence, 2, 100033. google scholar
49. Palahan, S. (2022). News Analytics for Business Sentiment Suggestion [Article]. International Journal of Advanced Computer Science and Applications, 13(7), 677-684. https://doi.org/10.14569/IJACSA.2022.0130779 google scholar
50. Peres, R. S., Jia, X., Lee, J., Sun, K., Colombo, A. W., & Barata, J. (2020). Industrial artificial intelligence in industry 4.0-systematic review, challenges and outlook. IEEE Access, 8, 220121-220139. google scholar
51. Pérez, J. Q., Daradoumis, T., & Puig, J. M. M. (2020). Rediscovering the use of chatbots in education: A systematic literature review. Computer Applications in Engineering Education, 28(6), 1549-1565. google scholar
52. Pillai, R., & Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism [Article]. International Journal of Contemporary Hospitality Management, 32(10), 3199-3226. https://doi.org/10.1108/IJCHM-04-2020-0259 google scholar
53. Przegalinska, A., Ciechanowski, L., Stroz, A., Gloor, P., & Mazurek, G. (2019). In bot we trust: A new methodology of chatbot performance measures. Business Horizons, 62(6), 785-797. https://doi.org/10.1016/j.bushor.2019.08.005 google scholar
54. Rahman, A. M., Al Mamun, A., & Islam, A. (2018). Programming challenges of chatbot: Current and future prospective. 5th IEEE Region 10 Humanitarian Technology Conference, R10-HTC 2017, google scholar
55. Ranoliya, B. R., Raghuwanshi, N., & Singh, S. (2017). Chatbot for university related FAQs. 2017 International Conference on Advances in Computing, Communications and Informatics, ICACCI 2017. google scholar
56. Ray, P. P. (2023). ChatGPT: A comprehensive review on background, applications, key challenges, bias, ethics, limitations and future scope. Internet of Things and Cyber-Physical Systems, 3, 121-154. google scholar
57. Ribeiro, J., Lima, R., Eckhardt, T., & Paiva, S. (2021). Robotic process automation and artificial intelligence in industry 4.0–a literature review. Procedia Computer Science, 181, 51-58. google scholar
58. Rudolph, J., Tan, S., & Tan, S. (2023). ChatGPT: Bullshit spewer or the end of traditional assessments in higher education? Journal of Applied Learning and Teaching, 6(1), 342-363. google scholar
59. Safi, Z., Abd-Alrazaq, A., Khalifa, M., & Househ, M. (2020). Technical aspects of developing chatbots for medical applications: scoping review. Journal of Medical Internet Research, 22(12), e19127. google scholar
60. Sant'Anna, D. T., Caus, R. O., dos Santos Ramos, L., Hochgreb, V., & dos Reis, J. C. (2020, November). Generating Knowledge Graphs from Unstructured Texts: Experiences in the E-commerce Field for Question Answering. In ASLD@ ISWC (pp. 56-71). google scholar
61. Sharma, M., & Sharma, S. (2023). Transforming Maritime Health with ChatGPT-Powered Healthcare Services for Mariners. Annals of Biomedical Engineering. https://doi.org/10.1007/s10439-023-03195-0 google scholar
62. Singh, S., Dhir, S., Das, V. M., & Sharma, A. (2020). Bibliometric overview of the Technological Forecasting and Social Change journal: Analysis from 1970 to 2018. Technological Forecasting and Social Change, 154, 119963. google scholar
63. Smutny, P., & Schreiberova, P. (2020). Chatbots for learning: A review of educational chatbots for the Facebook Messenger. Computers & Education, 151, 103862. google scholar
64. Sonderegger, S., & Seufert, S. (2022). Chatbot-mediated Learning: Conceptual Framework for the Design of Chatbot Use Cases in Education. 14th International Conference on Computer Supported Education, CSEDU 2022, google scholar
65. Steinhoff, L., Arli, D., Weaven, S., & Kozlenkova, I. V. (2019). Online relationship marketing. Journal of the Academy of Marketing Science, 47(3), 369-393. https://doi.org/10.1007/s11747-018-0621-6 google scholar
66. Suhaili, S. M., Salim, N., & Jambli, M. N. (2021). Service chatbots: A systematic review. Expert Systems with Applications, 184, 115461. google scholar
67. Tornatzky, L. G., & Klein, K. J. (1982). Innovation Characteristics and Innovation Adoption-Implementation: A Meta-Analysis of Findings. IEEE Transactions on Engineering Management EM, 29(1), 28–45. doi:10.1109/TEM.1982.6447463 google scholar
68. Uma, S. (2023). Conversational AI chatbots in digital engagement: Privacy and security concerns. In Trends, Applications, and Challenges of Chatbot Technology (pp. 274-317). IGI Global. https://doi.org/10.4018/978-1-6684-6234-8.ch012 google scholar
69. Vaidyam, A. N., Wisniewski, H., Halamka, J. D., Kashavan, M. S., & Torous, J. B. (2019). Chatbots and conversational agents in mental health: a review of the psychiatric landscape. The Canadian Journal of Psychiatry, 64(7), 456-464. google scholar
70. Venkatesh, V., & Davis, F. D. (2000). A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies. Management Science, 46(2), 186–204. doi:10.1287/mnsc.46.2.186.11926 google scholar
71. Yang, S., & Evans, C. (2019, November). Opportunities and challenges in using AI chatbots in higher education. In Proceedings of the 2019 3rd International Conference on Education and E-Learning (pp. 79-83). google scholar
72. Yun, J., & Park, J. (2022). The Effects of Chatbot Service Recovery with Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-Of-Mouth. Frontiers in Psychology, 13, Article 922503. https://doi.org/10.3389/fpsyg.2022.922503 google scholar