Audit of Literature on Chatbot Applications

Making sophisticated software applications economically feasible does not necessarily mean that userUser needs and demands are[aut]Bialkova, S. met in regard to chatbotsChatbot (Bialkova 2021, 2022a). Creating chatbotsChatbot that consumers are willing to use is not an easy task. In particular, understanding the key drivers of chatbotChatbot efficiency, reflecting in consumer satisfactionSatisfaction, attitudesAttitudes, use, and recommendationRecommendation of a chatbotChatbot, calls further investigation. The current chapter aims to provide a profound literature audit in order to identify the key drivers of chatbotChatbot efficiency. First, the evolution of research on chatbotChatbot applications is discussed, in line with different industries and contexts, ranging from banking, telecommunications, retail, travel, and tourism, to education and health care. The main emerging trends are summarised in a thematic map, raising fundaments to build our theoretical framework. The literature audit encompassed research on human–computer interaction and usabilityUsability, cognitive science and psychology, as well as consumer behaviour and marketingMarketing papers. This multidisciplinary approach provides the opportunity to generate an overarching picture that could be used to better understand what are the ingredients needed to build efficient chatbotChatbot AIArtificial Intelligence (AI) applications. The core theoretical notions are organised around three main pillars: acceptanceAcceptance models, behavioural theories, and social influenceSocial influence theories. Fundamental concepts from cognitive (e.g., qualityQuality, functionalityFunctionality), affective (e.g., enjoymentEnjoyment), and social (e.g., personal carePersonal care, social presenceSocial presence) perspectives are presented in a holistic framework.