Systematic Literature Review on Implementation of Chatbots for Commerce Use

Abstract

The digitalization of businesses proves to create more opportunities for big and smaller businesses to expand their businesses through the internet. Customer engagement is more prevalent due to internet accessibility making businesses scramble for solutions to reach out to more customers and retain them. Chatbots have been the most popular solution chosen by businesses for e-commerce. The technological advancements in Chatbots itself have made chatbots more humanlike, accurate and easier to create. This paper presents the existing implementations of chatbots and the usages. Chatbot technology isn't good enough to allow even big businesses to develop a 100% accurate chatbot. However, chatbot technology has advanced enough in the form of chatbot platforms. Chatbot platforms provide smaller businesses an easy way to create and implement chatbots to their business without needing or with minimal knowledge of coding. Which means everyone has an opportunity to create their own chatbot for their needs with condition that they are willing to put some time in it compared to before were businesses need experts to develop a chatbot from scratch.