Journal of Information Systems Engineering and Management

Journal of Information Systems Engineering and Management, 2023 - Volume 8 Issue 1, Article No: 25843
https://doi.org/10.55267/iadt.07.14428

Published Online: 31 Jan 2023

Views: 109 | Downloads: 58

This research approaches the problem of artificial intelligence chatbot applications from a new perspective. With the development of innovation, many firms are using artificial intelligence chatbots to manage their business and build relationships with their customers. Thus, this study aims to offer bibliometric assessments of the expanding literature about AI chatbot services. We used the VOS Viewer software to analyze the data based on Scopus from 2005 to 2022. We extracted and examined the data from several AI chatbot service bibliometric reviews. Given the data, we form 571 peer-reviewed papers from the journal. After analyzing the data, the researchers found the most influential work, authors, and co-cited authors on AI chatbots. Similarly, the researchers, based on the author’s co-citation analysis and the intellectual structure, distinguish between “computer science”, “chatbot service”, and “digital health”. Computer science is the most critical discipline regarding AI applications.

AI Chatbot Bibliometric Review Intellectual Map VOS Viewer

• Abdulquadri, A., Mogaji, E., Kieu, T. A., & Nguyen, N. P. (2021). Digital transformation in financial services provision: A Nigerian perspective to the adoption of chatbot. Journal of Enterprising Communities: People and Places in the Global Economy, 15(2), 258-281. https://doi.org/10.1108/JEC-06-2020-0126
• Acedo, F. J., Barroso, C., Casanueva, C., & Galan, J. L. (2006). Co-authorship in management and organizational studies: An empirical and network analysis. Journal of Management Studies, 43(5), 957-983. https://doi.org/10.1111/j.1467-6486.2006.00625.x
• Adam, M., Wessel, M., & Benlian, A. (2021). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 31(2), 427-445. https://doi.org/10.1007/s12525-020-00414-7
• Adamopoulou, E., & Moussiades, L. (2020a). An overview of chatbot technology. In Artificial Intelligence Applications and Innovations: 16th IFIP WG 12.5 International Conference, AIAI 2020, Neos Marmaras, Greece, June 5-7, 2020, Proceedings, Part II 16 (pp. 373-383). Cham, Switzerland: Springer. https://doi.org/10.1007/978-3-030-49186-4_31
• Adamopoulou, E., & Moussiades, L. (2020b). Chatbots: History, technology, and applications. Machine Learning with Applications, 2, 100006. https://doi.org/10.1016/j.mlwa.2020.100006
• Ait-Mlouk, A., & Jiang, L. (2020). KBot: A Knowledge graph based chatbot for natural language understanding over linked data. IEEE Access, 8, 149220-149230. https://doi.org/10.1109/ACCESS.2020.3016142
• Araujo, T., Helberger, N., Kruikemeier, S., & De Vreese, C. H. (2020). In AI we trust? Perceptions about automated decision-making by artificial intelligence. AI & Society, 35, 611-623. https://doi.org/10.1007/s00146-019-00931-w
• Arkorful, V. E., Hammond, A., Lugu, B. K., Basiru, I., Sunguh, K. K., & Charmaine-Kwade, P. (2020). Investigating the intention to use technology among medical students: An application of an extended model of the theory of planned behavior. Journal of Public Affairs, e2460. https://doi.org/10.1002/pa.2460
• Bariş, A. (2020). A new business marketing tool: Chatbot. GSI Journals Serie B: Advancements in Business and Economics, 3(1), 31-46. https://doi.org/10.5281/zenodo.4030216
• Braun, D., Mendez, A. H., Matthes, F., & Langen, M. (2017, August). Evaluating natural language understanding services for conversational question answering systems. In Proceedings of the 18th annual SIGdial meeting on discourse and dialogue (pp. 174-185). https://doi.org/10.18653/v1/W17-5522
• Chaves, A. P., & Gerosa, M. A. (2021). How should my chatbot interact? A survey on social characteristics in human-chatbot interaction design. International Journal of Human-computer Interaction, 37(8), 729-758. https://doi.org/10.1080/10447318.2020.1841438
• Cheng, Y., & Jiang, H. (2020). AI-powered mental health chatbots: Examining users motivations, active communicative action, and engagement after mass-shooting disasters, Journal of Contingencies and Crisis Management, 28, 339-354. https://doi.org/10.1111/1468-5973.12319
• Falagas, M. E., Pitsouni, E. I., Malietzis, G. A., & Pappas, G. (2008). Comparison of PubMed, Scopus, web of Science, and Google Scholar: Strengths and weaknesses. The FASEB Journal, 22(2), 338-342. https://doi.org/10.1096/fj.07-9492LSF
• Garfield, E. (2004). Historiographic mapping of knowledge domains literature. Journal of Information Science, 30(2), 119-145. https://doi.org/10.1177/0165551504042802
• Garfield, E., Pudovkin, A. I., & Istomin, V. S. (2003). Why do we need algorithmic historiography? Journal of the American Society for Information Science and Technology, 54(5), 400-412. https://doi.org/10.1002/asi.10226
• Ghose, S., & Barua, J. J. (2013, May). Toward the implementation of a topic specific dialogue based natural language chatbot as an undergraduate advisor. In 2013 international conference on informatics, electronics and vision (ICIEV) (pp. 1-5). Piscataway, NJ: IEEE. https://doi.org/10.1109/ICIEV.2013.6572650
• Griffith, B. C., Small, H., Stonehill, J. A., & Dey, S. (1974). The structure of scientific literatures II: Toward a macro- and microstructure for science. Science Studies, 4(4), 339-365. https://doi.org/10.1177/030631277400400402
• Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172. https://doi.org/10.1177/1094670517752459
• Hummon, N. P., & Doreian, P. (1989). Connectivity in a citation network: The development of DNA theory. Social Networks, 11(1), 39-63 https://doi.org/10.1016/0378-8733(89)90017-8
• Khoa, B. T. (2021). The impact of chatbots on the relationship between integrated marketing communication and online purchasing behavior in the frontier market. Jurnal The Messenger, 13(1), 19-32. https://doi.org/10.26623/themessenger.v13i1.2439
• Kietzmann, J., & Pitt, F. L. (2020). Artificial intelligence and machine learning: What managers need to know. Business Horizons, 63(2), 131-133. https://doi.org/10.1016/j.bushor.2019.11.005
• Krening, S., & Feigh, K. M. (2018). Interaction algorithm effect on human experience with reinforcement learning. ACM Transactions on Human-robot Interaction (THRI), 7(2), 1-22. https://doi.org/10.1145/3277904
• Kull, A. J., Romero, M., & Monahan, L. (2021). How may I help you? Driving brand engagement through the warmth of an initial chatbot message. Journal of business research, 135, 840-850. https://doi.org/10.1016/j.jbusres.2021.03.005
• Kumar, V., & Reinartz, W. (2018). Customer relationship management: Concept, strategy, and tools. Berlin, Germany: Springer. https://doi.org/10.1007/978-3-662-55381-7
• Lasek, M., & Jessa, S. (2013). Chatbots for customer service on hotels' websites. Information Systems in Management, 2(2), 146-158.
• Liang, Y., Lee, S. H., & Workman, J. E. (2020). Implementation of artificial intelligence in fashion: are consumers ready?. Clothing and Textiles Research Journal, 38(1), 3-18. https://doi.org/10.1177/0887302X19873437
• Merton, R. K. (1973). The sociology of science: Theoretical and empirical investigations. Chicago, IL: University of Chicago Press.
• Meyer-Waarden, L., Pavone, G., Poocharoentou, T., Prayatsup, P., Ratinaud, M., Tison, A., & Torné, S. (2020). How service quality influences customer acceptance and usage of chatbots?. SMR-Journal of Service Management Research, 4(1), 35-51. https://doi.org/10.15358/2511-8676-2020-1-35
• Moher, D., Liberati, A., Tetzlaff, J., & Altman, D. G. (2009). Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement. Annals of Internal Medicine, 151(4), 264-269. https://doi.org/10.7326/0003-4819-151-4-200908180-00135
• Mongeon, P., & Paul-Hus, A. (2016). The journal coverage of Web of Science and Scopus: A comparative analysis. Scientometrics, 106(1), 213-228. https://doi.org/10.1007/s11192-015-1765-5
• Morgan, B. (2017). How chatbots improve customer experience in every industry: An infograph. Retrieved from https://www.forbes.com/sites/blakemorgan/2017/06/08/how-chatbots-improve-customer-experience-in-every-industry-an-infograph/?sh=4a98de9267df
• Nadarzynski, T., Miles, O., Cowie, A., & Ridge, D. (2019). Acceptability of artificial intelligence (AI)-led chatbot services in healthcare: A mixed-methods study. Digital health, 5. https://doi.org/10.1177/2055207619871808
• Nguyen, T. T., Le, A. D., Hoang, H. T., & Nguyen, T. (2021). NEU-chatbot: Chatbot for admission of National Economics University. Computers and Education: Artificial Intelligence, 2, 100036. https://doi.org/10.1016/j.caeai.2021.100036
• Nichifor, E., Trifan, A., & Nechifor, E. M. (2021). Artificial intelligence in electronic commerce: Basic chatbots and the consumer journey. Amfiteatru Economic, 23(56), 87-101. https://doi.org/10.24818/EA/2021/56/87
• Oh, K. J., Lee, D., Ko, B., & Choi, H. J. (2017, May). A chatbot for psychiatric counseling in mental healthcare service based on emotional dialogue analysis and sentence generation. In 2017 18th IEEE International Conference on Mobile Data Management (MDM) (pp. 371-375). Piscataway, NJ: IEEE. https://doi.org/10.1109/MDM.2017.64
• Price, D. J. D. S. (1965). Networks of scientific papers. Science, 149, 510-515. https://doi.org/10.1126/science.149.3683.510
• Ranoliya, B. R., Raghuwanshi, N., & Singh, S. (2017, September). Chatbot for university related FAQs. In 2017 International Conference on Advances in Computing, Communications and Informatics (ICACCI) (pp. 1525-1530). Piscataway, NJ: IEEE. https://doi.org/10.1109/ICACCI.2017.8126057
• Shawar, B. A., & Atwell, E. (2007, April). Different measurement metrics to evaluate a chatbot system. In Proceedings of the workshop on bridging the gap: Academic and industrial research in dialog technologies (pp. 89-96). https://doi.org/10.3115/1556328.1556341
• Skupin, A., Biberstine, J. R., & Börner, K. (2013). Visualizing the topical structure of the medical sciences: A self-organizing map approach. PLoS ONE, 8(3), e58779. https://doi.org/10.1371/journal.pone.0058779
• Small, H. (1973). Co-citation in the scientific literature: A new measure of the relationship between two documents. Journal of the American Society for Information Science, 24(4), 265-269. https://doi.org/10.1002/asi.4630240406
• Small, H. (1997). Update on science mapping: Creating large document spaces. Scientometrics, 38(2), 275-293. https://doi.org/10.1007/BF02457414
• Small, H., & Griffith, B. C. (1974). The structure of scientific literatures I: Identifying and graphing specialties. Science Studies, 4(1), 17-40. https://doi.org/10.1177/030631277400400102
• Smutny, P., & Schreiberova, P. (2020). Chatbots for learning: A review of educational chatbots for the Facebook Messenger. Computers & Education, 151, 103862. https://doi.org/10.1016/j.compedu.2020.103862
• Trapp, J. V. (2020). The new Scopus citescore formula and the journal impact factor: A look at top ranking journals and middle ranking journals in the Scopus categories of general physics and astronomy, materials science, general medicine and social sciences. Physical and Engineering Sciences in Medicine, 43, 739-748. https://doi.org/10.1007/s13246-020-00903-1
• Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of Internet Commerce, 18(1), 91-111. https://doi.org/10.1080/15332861.2019.1567188
• Um, T., Kim, T., & Chung, N. (2020). How does an intelligence chatbot affect customers compared with self-service technology for sustainable services?. Sustainability, 12(12), 5119. https://doi.org/10.3390/su12125119
• Van Eck, N. J., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523-538. https://doi.org/10.1007/s11192-009-0146-3
• Van Eck, N. J., & Waltman, L. (2011). Text mining and visualization using VOSviewer. ISSI Newsletter, 7(3), 50-54. https://doi.org/10.48550/arXiv.1109.2058
• Van Eck, N. J., & Waltman, L. (2018). VOSviewer Manual, Version 1.6.8. Retrieved from https://www.vosviewer.com/documentation/Manual_VOSviewer_1.6.8.pdf
• Van Eck, N. J., Waltman, L., Dekker, R., & Van den Berg, J. (2010). A comparison of two techniques for bibliometric mapping: Multidimensional scaling and VOS. Journal of the American Society for Information Science and Technology, 61(12), 2405-2416. https://doi.org/10.1002/asi.21421
• Waltman, L., & Van Eck, N. J. (2012). A new methodology for constructing a publication-level classification system of science. Journal of the American Society for Information Science and Technology, 63(12), 2378-2392. https://doi.org/10.1002/asi.22748
• Waltman, L., & Van Eck, N. J. (2013). A smart local moving algorithm for large-scale modularity-based community detection. European Physical Journal B, 86, 471. https://doi.org/10.1140/epjb/e2013-40829-0
• Waltman, L., Van Eck, N. J., & Noyons, E. C. M. (2010). A unified approach to mapping and clustering of bibliometric networks. Journal of Informetrics, 4(4), 629-635. https://doi.org/10.1016/j.joi.2010.07.002
• Weizenbaum, J. (1966). ELIZA-A computer program for the study of natural language communication between man and machine. Communications of the ACM, 9(1), 36-45. https://doi.org/10.1145/365153.365168
• White, H. D., & McCain, K. W. (1998). Visualizing a discipline: An author co-citation analysis of information science, 1972-1995. Journal of the American Society for Information Science, 49(4), 327-355. https://doi.org/10.1002/(SICI)1097-4571(19980401)49:4<327::AID-ASI4>3.0.CO;2-4
• Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017, May). A new chatbot for customer service on social media. In Proceedings of the 2017 CHI conference on human factors in computing systems (pp. 3506-3510). https://doi.org/10.1145/3025453.3025496
• Zhou, L., Gao, J., Li, D., & Shum, H. Y. (2020). The design and implementation of XiaoIce, an empathetic social chatbot. Computational Linguistics, 46(1), 53-93. https://doi.org/10.1162/coli_a_00368
• Zumstein, D., & Hundertmark, S. (2017). Chatbots-An interactive technology for personalized communication, transactions and services. IADIS International Journal on WWW/Internet, 15(1), 96-109.
• Zupic, I., & Čater, T. (2015). Bibliometric methods in management and organization. Organizational Research Methods, 18(3), 429-472. https://doi.org/10.1177/1094428114562629

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.