TEM Journal. Volume 12, Issue 3, pages 1407-1417, ISSN 2217-8309, DOI: 10.18421/TEM123-21, August 2023.

The Impact of Chatbots on Customer

Satisfaction: A Systematic Literature Review
Alfredo Daza Vergaray 1, Wilfredo Fabriccio Peralta Robles 1,
P P P P

Jahaira Arely Salazar Jiménez 1 P

1
P School of Systems Engineering, Universidad César Vallejo, Lima, Peru
P

Abstract – The main objective of this article is to As technology has advanced, customer demands
distinguish the impact of chatbots technology on and needs have evolved, making it important for
customer needs. A systematic literature review was companies to study these changes, nowadays, thanks
conducted to determine aspects such as: Studies exist to technology, companies can maintain online
of chatbots, type of chatbots, benefits and countries
contact with their customers around the clock [1]. It
that used this technology. For this, 34 articles were
carried out and analysing the documentation. Among should be noted that customer satisfaction is essential
the results obtained are the following that chatbots are for all companies, regardless of the category they are,
applied in Information and Communication this is because it is the basis for customers to be loyal
Technologies , the most use chatbots are textual, as the and obtain greater profitability within the business
benefits are that it solves queries or doubts, and the [2].
country that is most used is the United States. Today, consumers spend more and more time in
Keywords – Chatbots technology, systematic review, the digital environment, so they have the opportunity
loyalty, satisfaction. to choose between many companies offering the
same service or product and increasing offers, where
1. Introduction competition continues to challenge companies to
attract and retain customers to improve their
Worldwide there are several studies on the experience and meet their needs [58], [59]. Looking
improvements of a company to satisfy its customers for ways to improve their processes to get the best
[54], [55]. According to Gartner, 81% of marketing care, is that some companies implement new
professionals point to customer satisfaction as an methods, systems and tools to optimize their results,
important area in the competitiveness of their sector therefore, since online communication is an
[56]. A study conducted by PwC shows that 59% of important factor, it is essential to prioritize consumer
costumers have been dissatisfied with the service attention in a digital environment [3].
received in companies, of which 17% have not In this context, there are several technological
returned to purchase a service or product after a bad solutions that help solve the aforementioned
experience [57]. problem, and one of them is through the use of
chatbots, a computer program that allows humans to
DOI: 10.18421/TEM123-21 interact with technology using various input methods
https://doi.org/10.18421/TEM123-21
34TU U34T

through a conversational interface (voice, text,

Corresponding author: Alfredo Daza Vergaray, gestures, etc.) [4], thus offering a better experience to
School of Systems Engineering, Universidad César Vallejo, users, where [5], [6], they point out that chatbots are
Lima, Peru easy to use and are incorporated into any sector, be it
Email: [email protected]
34TU U34T
business, entertainment, academic, etc.
Thus, when customer satisfaction is related to the
Received: 28 January 2023.
use of the “Chatbot”, it has positive points of view,
Revised: 08 June 2023.
being present 2 hours a day, every day, as well as the
Accepted: 19 July 2023.
Published: 28 August 2023.
comfort that people feel when using it [7], [8], and
reducing costs for brands [9].
© 2023. Alfredo Daza Vergaray, Wilfredo There are works on the use of chatbots to improve
Fabriccio Peralta Robles & Jahaira Arely Salazar Jiménez; customer satisfaction, fulfilling the necessary
published by UIKTEN. This work is licensed under the functions regarding the attention provided to the
Creative Commons Attribution-NonCommercial-NoDerivs consumer of the company, and where the personality
4.0 License. of the communication agent and its efficiency
The article is published with Open Access at influence the majority [10].
https://www.temjournal.com/
U

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 TEM Journal. Volume 12, Issue 3, pages 1407-1417, ISSN 2217-8309, DOI: 10.18421/TEM123-21, August 2023.

In addition, when using mobile devices in contact time generates competition between companies,
with the chatbot, it does so in a faster way, such as which must optimize the customer experience [17],
when responding to a consumer complaint in real [18].
time [11], [12]. So, by providing data effectively, it Based on what has been said above, the research
overcomes the slowness of searches that people questions that are to be answered are the following:
would do manually [13],[14]. RQ1.: What proposed studies exist on chatbot in
Based on this, in relation to chatbots, it indicates customer satisfaction?
that in the coming years it will experience growth or RQ2.: What type of chatbot is used to improve
prosperity, as the same uses prefer to search for customer satisfaction?
information, have access to personalized content and RQ3.: What benefits does the use of the chatbot
services; and can be merged with their social have on customer satisfaction?
networks to provide a better automated service [15], RQ4.: In which countries are chatbots used the
[16]. most for customer satisfaction?
The purpose of this study is to conduct a This article is organized as follows: Section 2 will
systematic review about the use and benefits of present the methodology of the systematic literature
chatbots technology, and its impact on customer review. Section 3 shows the results and section 4 will
needs. It answers the following research question: present the respective analysis of the results
“How do chatbots contribute to customer according to the questions asked. Finally, section 5
satisfaction?” presents the conclusions that have been raised in this
The study is based on a very important factor for review.
any company, which is the experience and customer
satisfaction, since this is the critical factor for a 2. Materials and Methods
company to increase its competence regarding the
area in which its sales specialize. Therefore, they will The methodology used for the development of this
have as a priority to be online anywhere and at any article was the systematic review following the
time to keep in touch with their customers and at the regulations proposed by B. Kithcnham [20]. The
same time be able to provide quality and experience elaboration of the methodology is carried out in 3
in the service provided; where the advancement of phases: planning, search and documentation.
technology favors in many aspects, but at the same

Figure 1. Stages of the methodology applied to the systematic review adapted from B. Kitchenham
Table 1. Research and Motivation Questions
The planning phase is done to clearly understand
the scope of the project, it is necessary to obtain the Research questions Motivation
Q1: What proposed Identify the areas that will
best evidence from the existing literature on the
chatbot studies exist on benefit from the use of the
impact of chatbots on customer satisfaction. customer satisfaction? chatbot
Therefore, the systematic review planning process Q2: What type of chatbot Mention the types or agents
provides us with the best techniques for collecting is used to improve chatbot conversations for
and analyzing primary studies [19]. customer satisfaction? customer satisfaction.
For a systematic review, research questions play an Q3: What benefits does Identify the main benefits of
important role in deciding strategies for searching, chatbot use have on chatbot in customer
extracting and analyzing data. The research questions customer satisfaction? satisfaction.
identified for the present study, along with their Q4: In which countries Identify the countries where
respective motivations or objectives, are as follows: are chatbots used the chatbots are most used for
most of customer customer satisfaction.
satisfaction?

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For the selection of studies, the following

inclusion and exclusion criteria were considered,
which were determined according to the question and
topic of the review:
Table 2. Criteria for inclusion and exclusion of research
Inclusion criteria Exclusion criteria
(a) Works published after (a) References prior to
2015. 2015.
(b) Search for (b) Articles that do not
information in academic come from reliable
databases such as: Ebsco, academic sources.
ACM, Science Direct, (c) Articles that are not
Scopus. related to the topic.
(c) Publication of articles (d) Articles that are written
where they work on the in languages other than
impact of the Chatbot on Spanish or English
customer satisfaction. (e) Articles where the
(d) Projects that abstract is not very relevant.
implement the chatbot for (f) Thesis, newsletters and
Figure 2. Articles search process
the customer service books were excluded.
area. Of the 8633 articles found, the inclusion and
exclusion criteria were applied, obtaining a total of
34 studies found.
Search for reviews, the search process began on
May 21, 2022, with the first searches combing 3. Results and Discussion
“chatbot”, “productivity”, “technology”, “customer The present systematic review includes two types
satisfaction” in the databases mentioned above in the of analysis: (a) a description of the publications
inclusion criteria: ScienceDirect, ACM, Scopus and selected for review and (b) the thematic analysis of
Ebsco. the publications according to the research questions
Subsequently, the search was expanded using the and based on the studies found.
Boolean operators AND and OR, incorporating the
terms “chatbot”, “productivity”, “customer 3.1. Descriptive analysis – Organization of studies
satisfaction”, “countries”, “companies”, “benefits”
and “techniques”. As can be seen in Figure 3, there is an increase in
That is why we determined the following interest in the years 2019-2020 of publications about
the study of chatbots in customer satisfaction
combinations of words that give better results in the
search for studies in the databases, which are the (58.8%), evidencing that in that range of years there
following: is a greater number or researchers who deal with this
topic.
Table 3. Search String

Questions Search String

((CHATBOT AND EMPLOYEE) AND
Q1
PRODUCTIVITY)

(((CHATBOT AND TECHNIQUES)

Q2 AND COMPANIES) AND CUSTOMER
SATISFACTION)

((CHATBOT AND COUNTRIES) AND

Q3
CUSTOMER SATISFACTION)
((CHATBOT AND COUNTRIES) AND Figure 3. Number of articles per year of publication
Q4
CUSTOMER SATISFACTION)
3.2. Thematic analysis: Narrative description
These searches showed a lot of good results, some The 34 studies found show a wide variety of content
iterative or with poor information; but mostly very referenced to the impact of chatbots on the
useful. environment to customer satisfaction.

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Table 4. Results found

Author-Year Reference Description
They mention that chatbots will become an important technology for
interacting with users. At the same time, the WYSIWYG platform is one of
the best known and easy to use and facilitates the creation of a simple
chatbots. Multipurpose platforms are free, however they are not
Kostelnik, et al (2019) [20]
characterized by being cheap, concluding that when evaluating the proposed
technique, every entity has the possibility of establishing the wights bases
on the requirements, as well as selecting the chatbot platform that can best
adapt to users.
They point out the companies incorporate technological advances into
customer service. Chatbots are developments that are gaining popularity due
to their experience and positive comments from customers who now use
Gumus & Cark (2021)
[21] them to consult bank accounts, make transactions, report and search for
information, which conclude that the use of chatbots have a good reception
from customers, since their experience was positive, that is, they enjoyed it,
however they did not intend to use it again.
This article analyzes the chat conversations between customers and the
chatbot of a telecommunications company to see if there interactions can be
used to identify topics of interest and user satisfaction, obtaining as result
Akhtar, Neidhard & that there are nodes of short answers and links to pages that must be
[22]
Werthnet (2019) improved, with respect to the following concepts: Offer of basic and
additional service packages, notice time and online invoices, which should
be more detailed, reconsidering and adjusting them to perfect the response
options.
The study provides information on how users are switching to social
networks, to solve the problem in order to have automatic responses based
on the requests of consumers who use social media, where the results show
Xu, et al. (2017) [23] that about 40% of requests are based on emotions, so the platform is not
considered good for the human part of being empathetic in helping
consumers in different contexts, as well as the proposed system surpassed
the traditional one, this due to the indicators studied.
It presents a new framework in which a chatbots can act as a mediator of
Sangroya, Saini & technology and consumers, concluding that the technology presented as a
[24]
Anantaram (2017) finite state machine, quickly adapt to the needs of the user, which has long-
term advantage, such as collaborating on important decisions.
Explains the consumer experience and user motivation, in the study, users
of two types of chat software were interviewed, evidencing the need for
software to offer services effectively, where the results show that the
Folstad & Skjuve (2019) [25]
absence of corresponding answers does not produce a negative experience,
as long as the chatbots provide an easy alternative to continue offering
quality service in the handling of questions efficiently and necessary.
The studio designs and implements a customer service chatbots based on the
use of computer systems for an aerodrome in Venice. It gives us a
representation of the structure of the platform, as a model of the airport
Carisi, Albarelli & chatbot, concluding that the proposed technology offers a simple and
[26]
Luccio (2019) effective help for consumers, by allowing five languages, which is
evidenced in the potential to root the barriers through automatic translation,
which differs from a traditional service that does not offer advantages such
as an online one.
A growing analysis of how chat helps to serve the user of the Global South
contributes, making it easier and more effective for the nurse to attend
outside the health center, which concludes that the technology analyzed
Wang, Kale & O'Neill
[27] (WeChat) has advantages, among them it helps the chat load of health
(2020)
specialists, Achieving support among them, also influences the quality of
practicing in caring for patients, which its technological design contributes
to the variety of means of medicine, such as treating diseases.
It analyzes how chatbots have been used throughout history and how they
can gradually aggregate information through multiple expressions and
generate smarter responses at the right time, which according to the results
Liu, et al (2020) [28]
found concludes that the Jing Dong Dialogue and DiDi Dialogue prove to
be better than the existing ones. However, through another technology, the
productivity of the algorithm can be perfected.

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The research gives us information about the useful experiences that chatbots
provide us in customer experiences and how those experiences affect user
satisfaction in a market context, obtaining as results that the experience
Lubbe & Ngoma (2021) [29] predicted consumer satisfaction, concluding that marketers should invest
costs, infrastructure and time to the development of service technology,
there being the chatbots, the same ones that are helpful to create techniques
that elevate the experience of the person.
They addressed a computational framework to evaluate maintenance
chatbots and at the same time presented iChatProfle, a tool for designers to
qualify and improve the maintenance of recurring chatbots, so it is
Han, et al. (2021) [30] concluded based on the results that the tool presented drove the production
of interview chatbots, improving the dimensions, encompassing these:
consumer participation, consumer experience and quality of response
options.
To explore users’ perceptions of interaction designs, an experiment was
conducted with 35 participants to investigate characters that strengthen the
image of a human character versus interaction design, concluding that the
Haugeland, et al. (2022) [31]
use of chatbots helps to have an interaction of topics, inducing reflection
and engagement on the part of the consumer, strengthening perspectives
similar to the person and quality of technology.
They analyze the working styles of existing chatbots and then propose a
Nuruzzaman & Khadeer dialogue-based chatbot, using various techniques that generate a response
[32]
(2020) with IntelliBot concluding that this evidence is superior by providing the
consumer with a complete and dedicated response to dialogue.
They propose a methodology linked to methods based on science and
machine learning; using a system called Condor Tribefinder, concluding
Przegalinska, et al.
[33] that chatbots follow more general human patterns, as well as a common
(2019)
language, as well as no pointing out political beliefs, which people take as a
kind of trivial and somewhat nerdy technology.
They propose an analytical framework that combines the model of
confirmation of expectations, the model of success of the information
system, total market, being important to interact with employees,
Ashfaq, et al. (2020) [34] concluding that the NFI-SE has an effect on the satisfaction of chatbot
consumers, inducing a high IQ, in the same way the quality of data and
service contribute to chatbots having and indispensable role in improving
the degree of consumer satisfaction.
The study shows that chatbots are an advantage for both business and
consumers. Despite rapid advances in AI, interaction with chatbots are text-
based that has limits and are effective, concluding that elements such as
Rese, Ganster & Baier “authentic communication” and “perceived utility” are influential in the
[35]
(2020) acceptance of “Emma”, but privacy is concerning due to the presence of
technological immaturity, having negative effects on how often and the
intention it is used.
They mention an overview of the features and functions of chatbots of
customer service; And they also make an additional contribution by
introducing 2 categories of chatbot goals: “Improvement of service
Misischia, Poecze & performance” and “Meeting customer expectations”, obtaining as a
[36] conclusion that chatbots have such characteristics as: reliability of
Strauss (2022)
personality, is empathetic and openly interacting raises quality, so perceived
entertainment affects the attitude of customers in a positive way, and
encourages tools productivity.
They conducted an evaluation of chatbots in the education sector for social
networks which resulted in establishing 89 chatbots categorized by
language, theme and platform of the developer, which use the system based
on the process of analytical hierarchy of the characteristics of human part,
Smutny & Schreiberova
[37] quality of learning and be accessible, concluding that the education chatbot
(2020)
in social networks is variable based on the degree of sending personalized
messages and are recommended regarding the that is published, answering
common questions from students, configuring it t7o the objectives of
teaching and controlling what has been learned.

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They develop a prototype of chatbot for veterinary consultations using

artificial intelligence and big data technologies, concluding that chatbots are
Huang & Chueh (2021) [38] of help to veterinary specialists, by having consultations about pet
pathologies, reducing labor costs and time invested in transporting their
animals to health centers.
They show four chatbot functions that are considered indispensable in
SMEs: reception chatbots; step from simple actions to know the activities of
consumers; Interactions between people and personalization of
Selamat & Windasari
[39] recommendations, which is concluded according to the results that the
(2021)
prototype of chatbot presented is perceived more enjoyment and utility,
unlike the traditional one, influencing the purchase intention of consumers,
with important functionalities in companies.
It analyses the way that fashion minority franchises adapt to the needs of
offering a personalization of service through electronic commercial
activities such as chatbots, concluding that these are a tool that has
Chung, et al. (2018) [40] advantages over assisting online services, helping to design positive
relationships with consumers, Even if agents do not communicate fully with
people which is what they expected during their experience with this
technology.
It provides a comprehensive look at real-world advances in artificial
intelligence, highlighting chatbots as an emerging form of online retail
customer service, shows the technological drive to adopt ne conversational
Pantano & Pizzi (2020) agents based on natural language, concluding that chatbots are helpful in
[41] making automatic queries to consumers from various sources of
information, using what they know about people to offer them personalized
alternatives, there is a relationship between online assistance analysis
techniques and the ability to interact.
It shows an analysis of the way in which technology has effects on
communication with consumers, examining the capabilities the artificial
intelligence in transforming in the acquisition and loyalty of consumers,
Libai, et al. (2020) [42] concluding that technology has contributions such as simple improvements
to skillful procedures, however they have not been as expected, that is, they
did not manage to be high.
It assumes that chatbots perform instrumental work on behalf of their
owners, and currently do so through a base to interact with people based on
the data provided, where they participate in dialogues similar to people, but
Murtarelli, Gregory & these are not true, but examples of information collection, which concludes
[43]
Romenti (2020) that chatbots is a technology that solves problems when managing
communication with consumers, This is due to the creation of a set of
questions, thus raising the required productivity measures.
They investigated the usefulness of the chatbots technology consulted on the
Facebook Messenger platform as well as the relationship between perceived
intrusion and sponsorship intentions, concluding that chatbots influence the
Van den Broeck, response and attitude of the client, when performing cognitive evaluation, it
[44]
Zarouali & Poels (2019) can also be noted that this technology provides a quality service and a useful
interaction, Requirement precedent to advertising, reducing the prospects of
message intrusion.
They explored the perspectives and attitudes of consumers when making use
of chatbots in takeout requests in restaurants, concluding that the use of
Leung & Wen (2020) [45] chatbots has advantages in more effective orders compared to traditional,
taking less time, so consumers felt more satisfied.
They show a demo of an AI-powered chatbot called AIMubot, which is a
didactic platform to search for information through what is known from the
place with a common language, concluding that chatbots have advantages,
Zhou, Sinha & Liu including: helping to consult products in a original language of the
[46]
(2020) consumer, interacting efficiently and eliminating the ambiguity of the
information, It also calculates query search matches by facilitating people’s
orders with an effective platform, making the technological tool competent
for use.

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They suggest that chatbots should have the functionalities of: avoiding
trivial chatter and maintaining a formality in language when interacting with
Svenningsson & Faraon a user, concluding that chatbots help consumers have interaction with
[47]
(2019) technology by meeting their expectations, since it analyzes, designs,
measures and provides a positive experience to the person who uses it by
creating a correct mapping of how they interact.
They present a chatbot model that uses a serverless system, whose design
encompassed functionalities of beneficial actions, concluding that the model
Yan, et al. (2016) [48] is scalable, extensible and accepts several ways of interacting with
consumers, which contributes to the identification of bottlenecks by having
XML communication strategies.
They analyze the communicative strategies that the best-known chatbots
have used to transmit functions to users, using a method called Semiotics
inspection (SIM), concluding that the use of chatbots has positive effects,
Valério, et al. (2017) [49] including: predicts responses to the consumer and helps the user with short
tutorials in first messages, which helps to have similar strategies when
transmitting functionalities, being an understandable and didactic
technology.
It informs us about the designs of chatbots focused on interaction with users
focused on conversational agents for online communities, so it is concluded
that the technology designed is a good option, being an agent with
Seering, et al. (2020) [50]
personality and more varied interaction, considered as something novel and
legitimate, expanding the understanding of people about their requests, but
that will probably lose interest over time.
It shows us a chatbot in a domain of personal finance, the content it
Galitsky & Ilvovsky
provides in a way of online communication, whose answers are established
(2019)
[51] with shared results, and automatic question, concluding that the proposed
technology is innovative to interact between system-man, however, there is
little information to dialogue and on the other hand the authenticity of them.
In this research, a chatbot was created that recognizes the tone and generates
responses as human agents according to user requests, so it is concluded that
Hu, et al. (2018) [52] technology is beneficial by elevating the consumer experience, that is,
empathy and passion are present, integrating the data in generation of
understandable answers according to hat is queried.
It informs that we must understand the perceptions of the chatbot, since it is
an essential element to generate trust between conversations of humans and
technological machines, concluding that an important factor in
Candello, Pinhanez &
[53] communication with chatbots is the typography of letters, so those that are
Figueiredo (2017)
Georgia and Helvetica, are considered as creation of the system, something
that does not happen with Bradley, that does not generate any influence, in
addition to being more didactic and better to relate to people.

3.2.1. Studies on the use of chatbots in customer On the other hand, it is also used in administrative
satisfaction areas, since customers can use chatbots to verify their
Q1: What proposed chatbot studies exist on the bank accounts, make online transactions, report
customer satisfaction? power outages, describe locations [21], among other
things; where this can generate a response to the
Companies take into account that chatbots today, request, interacting with the user [32].
thanks to artificial intelligence and machine learning, In the case of Information and Communication
have become valuable tools for customer service Technologies (ICT) there are media where chatbots
operations, because they not only improve the user are being implemented, such as social networks [23],
experience in each service area, but are also useful where it is the main tool for automated conversation
for customer service representatives. For example, as with customers [20], [22] through indirect interfaces,
can be seen in Figure 4, in the case of the health area, such as mobile applications or websites [26], this in
where they provide focused care by automating order to generate smarter responses at the right time
patient responses [27], as well as for veterinary [28].
consultations [38].

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For entertainment areas, chatbots adapt to the user B. Textual

experience: emotions, preferences, perceptions, and
responses, before, during or after the use of an Another type of chatbots are conversational and
interactive system [31], [46], [50]. are usually implemented in a web page [23], [37],
In other cases, it is used for the sales area, where [44] enabling communication with visitors through
it seeks to satisfy customers through programmed text messages [32].
chatbots that can record useful information about C. Voice
users/customers, and direct them to buy the products
[45], providing personalized attention through an Finally, voice chatbots communicate in an
electronic service [40]. automated way using a vocal input and output
method [52], allowing the bot to speak as a person
Table 5. Types of chatbots for improving customer would.
satisfaction
3.2.3. Benefits of chatbots
Types Related Studies
Q3: What benefits does the use of the chatbot have
IA [26][28][33][42][46][47] on customer satisfaction?
Textual [23][32][37][44][45][48][51][53] The benefits related to the use of the chatbot are
multiple, in this case when talking about customer
Voice [52] satisfaction, they can be grouped into the following:
(a) Solve queries or doubts and (b) Seek to solve the
problems.
Table 6. Benefits of chatbots use on customer satisfaction

Benefits Related Studies

Solves queries or [21][26][28][36][38][41
doubts ][53]
Seeks solutions to [22][23][24]
problems

In the related articles, the benefits that chatbots

Figure 4. Areas of study about chatbots present in customer satisfaction are shown. The
benefits found were that chatbots help us solve
3.2.2. Type of chatbot used in customer satisfaction queries and/or doubts and fiend solutions to problems
[21], [26], [28]. In the case of solution of queries or
Q2: What type of chatbot is used to improve doubts tells us that chatbots, with advances in
customer satisfaction? technology, make customers use it more frequently
[36], [38], [41], and in the case of finding the
Today there are many types of chatbot that
solution to problems, chatbots act as mediators to be
companies implement to satisfy their customers, so
able to react to user interactions [22], [23], [24]. At
this research question aims to know what type of
the same time that by using a typeface similar to
chatbots is used to improve customer satisfaction.
human writing, users feel more familiar as if they
According to the theoretical framework, there are
were talking to advisors [53].
three types of chatbots: (a) AI, (b) textual and (c)
voice, which is detailed below: 3.2.4. Countries that use Chatbots
A. IA Q4: In which countries are chatbots used the most
for customer satisfaction?
One of the most used types are those implements
with AI, where these intelligent systems provide When conducting a review of the research in
information through multiple expressions, so that relation to the subject treated, it can be seen that
they can generate smarter responses at the right time there are several countries in which the use of
[28], [33], [42],; as is the example of a proposal for chatbots technology has been studied. As shown in
Venice airport, where it seeks to use modern cloud- Figure 5, the countries of the European continent that
based services [26], or as well as the so-called use this technology are: Austria, Czech Republic,
AIMubot as an interactive search system [46],[47]. Norway and Italy.

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On the part of the continent America are: the [2]. Actualidad Empresa (2019). Satisfacción del cliente.
United States, and in Asia, China. However, the US Retrieved from:
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