Software development underwent a significant transformation through the integration of generative artificial intelligence (AI) technologies. The research set out to evaluate the influence of these technologies in different industries and their implications on development processes through a systematic analysis of their impact and implementation in various industrial sectors. The PRISMA methodology was implemented for the analysis of publications between 2022 and 2024 in the Scopus and SciELO databases, using specific inclusion criteria and key terms related to AI applications. The study revealed significant adoption in the pharmaceutical, food, dental and maxillofacial health, maritime, mining, telecommunications, mental health and medical education industries, registering a substantial increase in scientific production, which evolved from 40 documents in 2022 to 54 in 2024. The geograph...

The accelerated digitalization process has exposed the inadequacy of traditional tool-based IT support. In response, generative chatbots powered by large language models have emerged as a potential solution, although their actual effectiveness remains under debate. This study assessed their impact on ITSM platforms in terms of response time reduction, accuracy, and user satisfaction. A systematic review was conducted following the PRISMA 2020 guidelines, covering studies published between 2021 and 2025 in Scopus, SpringerLink, and Google Scholar. The search strategy incorporated the Boolean operator AND to combine keywords such as chatbot, conversational agent, customer support, customer service, service management systems, virtual assistants, intelligent chatbots, ITSM, operational efficiency, and productivity. Fourteen articles met the eligibility criteria. The analysis showed that cha...