Chabots em serviços na perspectiva dos consumidores: uma análise bibliométrica.

Abstract

Despite the growing attention of academics and practitioners regarding the use of Chatbots in services, few works have attempted to understand the extent of the literature on Chatbots from the perspective of consumers. Thus, through a bibliometric review, this article aimed to map the literature concerning the use of Chatbots in services. The Bibliometrix package of Software R and VOSviewer were used to analyze the 44 articles obtained from the Web of Science database. In addition to characterizing research in terms of publications, journals, authors and countries, the present work presents analyzes of bibliometric coupling, keyword co-occurrence and conceptual thematic map. The results showed that publications in the field began to grow in 2021. In addition, it was found that China takes the lead among the most productive countries. The findings also revealed the existence of two large clusters: the first, focused on studies that focus on the performance of Chatbots, experience and satisfaction, especially considering the impact of factors such as trust. And, the second, directed to research that focuses on understanding the interactions between consumers and Chatbots, above all, analyzing the effect of factors such as anthropomorphism. Therefore, the article contributes to a better understanding of the intellectual and thematic structure of the investigated field, complementing existing qualitative reviews and suggesting future research directions.