Cited by 143AI in Service InteractionsSpeech and dialogue systemsArtificial Intelligence Applications

Conversational agents in business: A systematic literature review and future research directions

Bavaresco, Rodrigo, Silveira, Diórgenes, Reis, Eduardo, Barbosa, Jorge, Righi, Rodrigo, Costa, Cristiano, Antunes, Rodolfo, Gomes, Marcio +5 more·2020·Computer Science Review

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Crossref · 10.1016/j.cosrev.2020.100239

Cites

99 of 99 references verified0 citation errors · 0 not checkable

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  • A substantial body of research relevant to chatbot use has been developed within broad domains such as health, education, and business, as well as more specific application domains such as polling, information search, libraries, and museums.

    “A substantial body of research of relevance for chatbot use has been developed within broad domains such as health [105], education [84], and business [8], as well as more specific application domains such as polling [62], information search [73], libraries [92], and museums [64].”

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Authors
Bavaresco, R., Silveira, D., Reis, E., Barbosa, J., Righi, R., Costa, C., Antunes, R., Gomes, M., Gatti, C., Vanzin, M., Junior, S. C., Silva, E., & Moreira, C.
Affiliations
Universidade do Vale do Rio dos Sinos (BR)
Corresponding author
Bavaresco, Rodrigo
Venue
Computer Science Review
Publisher
Elsevier BV
Published
2020-05
Volume
36
Pages
100239
ISSN
1574-0137 (ISSN-L)
OpenAlex
W3016125500
Cited by
143
References
99
Citations by year
2026: 17 · 2025: 21 · 2024: 27 · 2023: 29 · 2022: 30 · 2021: 15 · 2020: 4
FWCI
0.63
Type
journal article
Language
en
Open access
closed
Locations
Computer Science Review (publishedVersion)
Topics
  • Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
  • Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
  • Physical Sciences › Computer Science › Artificial Intelligence › Artificial Intelligence Applications
Keywords
chatbots, business applications, machine learning, natural language processing, self-learning, personalization, response generation, service quality, market competitiveness, artificial intelligence in business

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