• Abstract

    As technology continues to grow and rapidly transform, marketing techniques have adapted to meet the evolving desires and requirements of customers. The recent advancements in artificial intelligence (AI) and machine learning, coupled with the widespread popularity of the internet and messaging platforms, have led businesses to shift their focus toward chatbots. This study aims to contribute to the field of chatbot research by conducting a bibliometric analysis of chatbot papers available in the Scopus and Web of Science (WoS) databases. A comprehensive analysis of 360 articles was performed utilizing the Bibliometrix software package. The keywords "Chatbot" and "Artificial Intelligence" emerged as the most frequently employed terms in the majority of publications. Collaboration between the United States and China was found to be the most extensive in the field. However, limited studies have been conducted on marketing-related aspects of chatbots, such as anthropomorphism, customer satisfaction, and trust. This study reviews Scopus and WoS titles and abstracts to provide an in-depth view of chatbot research and recommends new areas of research.

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How to cite

Manigandan, L., & Sivakumar, A. (2023). Chatbot research: Unveiling evolutionary trends and collaborative pathways through bibliometric analysis. Multidisciplinary Reviews, 7(3), 2024045. https://doi.org/10.31893/multirev.2024045
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