Artificial Intelligence (AI) is on the rise, and it must be seen as an important IT pillar. It will determine the competitiveness of companies shortly in what is commonly referred to as the 4th industrial revolution. Big data, affordable high performance computers and machine learning systems have led to the advancements in AI. Today, cogitation and intelligence are the criteria for machines to be perceived “human-like” (Noble, 2013; Arrabales, Ledezma, & Sanchis, 2013).
Chatbots are becoming more popular. Bots and messaging systems are being used by researchers, as well as by businesses and by individuals. The rise of chatbots can be seen as a breakthrough into a new communication paradigm. Bots can be used to improve the flow of information inside and outside the company. The use of chatbot systems is expected to increase over the next few years, according to a report by the International Chatbot Association (ITBA).
For customers, especially the increase in convenience and productivity is crucial as accessing information or obtain help can be done in minutes. For corporations, it is thus essential to understand the requirements to respond to the desired treatments or outcomes. Even though there is a growing number of researches focusing on Chatbots and artificial conversations, the present literature review did not find of any studies analyzing the influence of various characteristics on satisfaction.
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https://repositorio-aberto.up.pt/bitstream/10216/116509/2/296743.pdf