Applications of chatbots in marketing: Use cases, impacts, challenges and drivers

Abstract

Recent advancements in Machine learning has contributed in the improvements of Artificial Intelligence and gave rebirth to chatbots. Due to the advent of technologies like natural language processing (NLP) and voice-controlled technology, AI chatbots are quickly becoming very popular amongst businesses. Use of Chatbots helps businesses save time and money, gain information, aids business processes, provide personal assistance, save time, increase revenue, and improve user experience. There is a dearth of literature in marketing in this area hence this study was done to understand the application of chatbots in marketing, by studying Use Cases, Impacts, Challenges and Drivers of these applications.