Influence of chatbots on the export of information technology services in Asia: bibliographic review period 2019-2022

• Autores: Agustín Vásquez Tarrillo, Renzo, Luisaldo Vera Peña, Robert, César Vergaray Monteza, Julio, Vanesa Zamora Alhuay, Jerly, Alexandra Zuloaga Gamarra, Patricia, Mercedes Cerna Huarachi, Delia, del Pilar Napa Alva, Rosario
• Formato: artículo
• Fecha de Publicación: 2024
• Institución: Universidad Peruana de Ciencias Aplicadas
• Repositorio: UPC-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorioacademico.upc.edu.pe:10757/676357
• Enlace del recurso: http://hdl.handle.net/10757/676357
• Nivel de acceso: acceso embargado
• Materia: Chatbots; customer service; information technology; process automation; service export; technological innovation; technology trends

This study focuses on analyzing the influence of chatbot implementation on the export of information technology services in China, South Korea, Hong Kong during the period 2019-2022.The methodology employed a systematic review of scientific literature, making the development mostly a qualitative descriptive design.Additionally, 30 research articles were selected to analyze how personalization of interactions with clients, self-service, and the collection of feedback in chatbots influence the exportation of information technology services.The findings indicate that the implementation of chatbots has emerged as a critical factor in optimizing the processes of exporting information technology services in a highly competitive and digitized market.