Vol.12, No.3, August 2023.                                                                                                                                                                               ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

The Impact of Chatbots on Customer Satisfaction: A Systematic Literature Review


Alfredo Daza, Wilfredo Fabriccio Peralta Robles, Jahaira Arely Salazar Jiménez


© 2023 Alfredo Daza, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 12, Issue 3, Pages 1407-1417, ISSN 2217-8309, DOI: 10.18421/TEM123-21, August 2023.


Received: 28 January 2023.

Revised:   08 June 2023.
Accepted: 19 July 2023.
Published: 28 August 2023.




The main objective of this article is to distinguish the impact of chatbots technology on customer needs. A systematic literature review was conducted to determine aspects such as: Studies exist of chatbots, type of chatbots, benefits and countries that used this technology. For this, 34 articles were carried out and analysing the documentation. Among the results obtained are the following that chatbots are applied in Information and Communication Technologies , the most use chatbots are textual, as the benefits are that it solves queries or doubts, and the country that is most used is the United States.


Keywords –Chatbots technology, systematic review, loyalty, satisfaction.



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