Scientific Mapping of Chatbot Literature: A Bibliometric Analysis

Abstract

The use of chatbots for customer service has gained momentum in recent years. Increasing evidence has shown that chatbots can transform the customer service landscape. Nevertheless, this topic currently lacks adequate bibliometric and visualization research. In order to review and summarise the research on chatbots, the study employs a bibliometric analysis approach to gain a comprehensive understanding of chatbots. The study uses bibliometric analysis of 798 documents sourced from the Scopus database from 2001 to 2022. The combination of biblioshiny (web interface application of Bibliometrix) and VOS viewer software was used to visualize the analysis. The study's findings reveal three prominent areas in the current research: antecedents of the adoption of chatbots, application of chatbots and behavioural & relational outcomes of the application of chatbots. The future directions and implications have been discussed in the study's conclusion.