"Technology Surveillance on the Use of Chatbots: An Innovative Review"

Abstract

"The implementation and research of chatbots applications began to develop in 1950. Even in recent years, their development and commercialization have been significantly boosted by the new software intellectualities of artificial intelligence implemented in chatbots in the services of different technological companies worldwide. So, the purpose of this article is to document surveillance from a technology-informatics perspective on the use of various chatbots applications over a range of years in the last century. The objective is to provide structured research through a morphological chart that integrates the information of these chatbots. A filtering and selection process of 25 applications was conducted between 2018 and 2021. Finally, it is concluded that there are still aspects of chatbots that need improvement. However, their implementation, coding, and use are becoming much more relevant and accessible, presenting different tools that facilitate their development in most countries, which will change the management of services and interactions towards people through technology in everyday aspects of the business spectrum, significantly, considering the more consistent and improved implementation of artificial intelligence of the most advanced software. © 2023 IEEE."