Chatbots at the Service of Society: A Systematic Review of the Last 10 Years

Abstract

This study includes a systematic review of the last 10 years that sought to find the impact of the use of chatbots at the service of society, finding the area of application, temporality, origin and location of the studies. The analysis data included in papers and theses in Spanish, English, and Portuguese, from databases indexed in Scopus, Scielo, ScienceDirect, ACM Digital Library, IEEE Digital Library and Google Scholar, were used. The stages of PRISMA were considered as a review method, and a total of 91 studies were collected, of which only 85 met the inclusion criteria. Among the most relevant results, it was obtained that the areas of greatest application of chatbots were health (35%), education (25%), commerce (9%) and security (8%), mostly developed in the countries of Peru (22%), Spain (21%), Brazil (13%), Ecuador (9%) and Colombia (6%). Finally, it is important to note that the high frequencies of chatbot use began during the pandemic in 2020 (15%), continuing in 2021 (22%) and keeping growth in 2022 (28%).