Perceived usability of chatbots on customer service in organizations: a review of the literature
Descripción del Articulo
A chatbot is a software application based on artificial intelligence, which allows to simulate a conversation with a person. However, despite the many benefits, a considerable number of chatbots struggle to satisfy users. The objective of this article was to describe the perceived usability of chatb...
| Autores: | , , , , |
|---|---|
| Formato: | artículo |
| Fecha de Publicación: | 2021 |
| Institución: | Universidad de Lima |
| Repositorio: | Revistas - Universidad de Lima |
| Lenguaje: | español |
| OAI Identifier: | oai:ojs.pkp.sfu.ca:article/5401 |
| Enlace del recurso: | https://revistas.ulima.edu.pe/index.php/Interfases/article/view/5401 |
| Nivel de acceso: | acceso abierto |
| Materia: | chatbot conversational agent virtual assistant customer service usability agente conversacional asistente virtual atención al cliente usabilidad |
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Perceived usability of chatbots on customer service in organizations: a review of the literatureLa usabilidad percibida de los chatbots sobre la atención al cliente en las organizaciones: una revisión de la literaturaCasazola Cruz, Oswaldo DanielAlfaro Mariño, GianfrancoBurgos Tejada, Burgos TejadaRamos More, Omar AugustoCasazola Cruz, Oswaldo DanielAlfaro Mariño, GianfrancoBurgos Tejada, JaimeRamos More, Omar Augustochatbotconversational agentvirtual assistantcustomer serviceusabilitychatbotagente conversacionalasistente virtualatención al clienteusabilidadA chatbot is a software application based on artificial intelligence, which allows to simulate a conversation with a person. However, despite the many benefits, a considerable number of chatbots struggle to satisfy users. The objective of this article was to describe the perceived usability of chatbots in customer service in different organizations. Therefore, the current study performed a systematic review of the literature on Google Scholar and EBSCO data, between the period 2015 and 2020, to analyze the existing evidence regarding (a) the nature of chatbots, (b) its implementation, (c) perceived usability, and (d) the rise of this technology.Un chatbot es una aplicación de software basada en inteligencia artificial que permite simular una conversación con una persona. Sin embargo, a pesar de sus múltiples beneficios, una cantidad sustancial de chatbots luchan por satisfacer a los usuarios. El objetivo de este artículo fue el de describir la usabilidad percibida de los chatbots sobre la atención al cliente en distintas organizaciones. Por ello, se ha realizado una revisión sistemática de la literatura, con base en datos de. Google Académico y EBSCO, en el período comprendido entre el 2015 y el 2020, para analizar las evidencias recogidas en diferentes investigaciones sobre: (a) la naturaleza de los chatbots, (b) su implementación, (c) la usabilidad percibida y (d) el auge de esta tecnología.Universidad de Lima2021-12-22info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://revistas.ulima.edu.pe/index.php/Interfases/article/view/540110.26439/interfases2021.n014.5401Interfases; No. 014 (2021); 184-204Interfases; Núm. 014 (2021); 184-204Interfases; n. 014 (2021); 184-2041993-491210.26439/interfases2021.n014reponame:Revistas - Universidad de Limainstname:Universidad de Limainstacron:ULIMAspahttps://revistas.ulima.edu.pe/index.php/Interfases/article/view/5401/5459Derechos de autor 2021 Interfasesinfo:eu-repo/semantics/openAccessoai:ojs.pkp.sfu.ca:article/54012023-07-24T13:33:05Z |
| dc.title.none.fl_str_mv |
Perceived usability of chatbots on customer service in organizations: a review of the literature La usabilidad percibida de los chatbots sobre la atención al cliente en las organizaciones: una revisión de la literatura |
| title |
Perceived usability of chatbots on customer service in organizations: a review of the literature |
| spellingShingle |
Perceived usability of chatbots on customer service in organizations: a review of the literature Casazola Cruz, Oswaldo Daniel chatbot conversational agent virtual assistant customer service usability chatbot agente conversacional asistente virtual atención al cliente usabilidad |
| title_short |
Perceived usability of chatbots on customer service in organizations: a review of the literature |
| title_full |
Perceived usability of chatbots on customer service in organizations: a review of the literature |
| title_fullStr |
Perceived usability of chatbots on customer service in organizations: a review of the literature |
| title_full_unstemmed |
Perceived usability of chatbots on customer service in organizations: a review of the literature |
| title_sort |
Perceived usability of chatbots on customer service in organizations: a review of the literature |
| dc.creator.none.fl_str_mv |
Casazola Cruz, Oswaldo Daniel Alfaro Mariño, Gianfranco Burgos Tejada, Burgos Tejada Ramos More, Omar Augusto Casazola Cruz, Oswaldo Daniel Alfaro Mariño, Gianfranco Burgos Tejada, Jaime Ramos More, Omar Augusto |
| author |
Casazola Cruz, Oswaldo Daniel |
| author_facet |
Casazola Cruz, Oswaldo Daniel Alfaro Mariño, Gianfranco Burgos Tejada, Burgos Tejada Ramos More, Omar Augusto Burgos Tejada, Jaime |
| author_role |
author |
| author2 |
Alfaro Mariño, Gianfranco Burgos Tejada, Burgos Tejada Ramos More, Omar Augusto Burgos Tejada, Jaime |
| author2_role |
author author author author |
| dc.subject.none.fl_str_mv |
chatbot conversational agent virtual assistant customer service usability chatbot agente conversacional asistente virtual atención al cliente usabilidad |
| topic |
chatbot conversational agent virtual assistant customer service usability chatbot agente conversacional asistente virtual atención al cliente usabilidad |
| description |
A chatbot is a software application based on artificial intelligence, which allows to simulate a conversation with a person. However, despite the many benefits, a considerable number of chatbots struggle to satisfy users. The objective of this article was to describe the perceived usability of chatbots in customer service in different organizations. Therefore, the current study performed a systematic review of the literature on Google Scholar and EBSCO data, between the period 2015 and 2020, to analyze the existing evidence regarding (a) the nature of chatbots, (b) its implementation, (c) perceived usability, and (d) the rise of this technology. |
| publishDate |
2021 |
| dc.date.none.fl_str_mv |
2021-12-22 |
| dc.type.none.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
| format |
article |
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publishedVersion |
| dc.identifier.none.fl_str_mv |
https://revistas.ulima.edu.pe/index.php/Interfases/article/view/5401 10.26439/interfases2021.n014.5401 |
| url |
https://revistas.ulima.edu.pe/index.php/Interfases/article/view/5401 |
| identifier_str_mv |
10.26439/interfases2021.n014.5401 |
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spa |
| language |
spa |
| dc.relation.none.fl_str_mv |
https://revistas.ulima.edu.pe/index.php/Interfases/article/view/5401/5459 |
| dc.rights.none.fl_str_mv |
Derechos de autor 2021 Interfases info:eu-repo/semantics/openAccess |
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Derechos de autor 2021 Interfases |
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openAccess |
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application/pdf |
| dc.publisher.none.fl_str_mv |
Universidad de Lima |
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Universidad de Lima |
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Interfases; No. 014 (2021); 184-204 Interfases; Núm. 014 (2021); 184-204 Interfases; n. 014 (2021); 184-204 1993-4912 10.26439/interfases2021.n014 reponame:Revistas - Universidad de Lima instname:Universidad de Lima instacron:ULIMA |
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Universidad de Lima |
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ULIMA |
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ULIMA |
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Revistas - Universidad de Lima |
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Revistas - Universidad de Lima |
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Nota importante:
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
