A Review of Chatbots Adoption from the Consumer’s Perspectives

  • Monika Ambawat, Dr. Deepti Wadera

Abstract

The purpose of this paper is to present a scoping review of chatbots adoption from the consumers perspectives based on available literature. This study also points out the application of chatbots in different areas. This study is done by reviewing the data on chatbot adoption collected through various sources from 2016 to 2019. However, the gaps remaining in the research will further be analyzed. This study will be useful in understanding human-chatbot interaction. This paper will help to investigate how a chatbot can be used in several areas such as teaching, information retrieval, business, and electronic commerce. This paper also shows that trust does not directly influence the consumer's perspectivetowards chatbot but indirectly influences it through attitude. This review paper shows that there are significant improvements in chatbots since the last decade.

Keywords: Adoption, Attitude, Chatbot, Consumers, Perspective,Electronic-commerce.

Published
2019-11-21
Section
Articles