Influence of chatbots on the export of information technology services in Asia: bibliographic review period 2019 - 2022 (#636)
Read ArticleDate of Conference
July 17-19, 2024
Published In
"Sustainable Engineering for a Diverse, Equitable, and Inclusive Future at the Service of Education, Research, and Industry for a Society 5.0."
Location of Conference
Costa Rica
Authors
Vasquez Tarrillo, Renzo Agustin
Vera Peña, Robert Luisaldo
Vergaray Monteza, Julio César
Zamora Alhuay, Jerly Vanesa
Zuloaga Gamarra, Patricia Alexandra
Cerna Huarachi, Delia Mercedes
Napa Alva, Rosario del Pilar
Abstract
ABSTRACT - This study focuses on analyzing the influence of chatbot implementation on the export of information technology services in China, South Korea, Hong Kong during the period 2019–2022. The methodology employed a systematic review of scientific literature, making the development mostly a qualitative descriptive design. Additionally, 30 research articles were selected to analyze how personalization of interactions with clients, self-service, and the collection of feedback in chatbots influence the exportation of information technology services. The findings indicate that the implementation of chatbots has emerged as a critical factor in optimizing the processes of exporting information technology services in a highly competitive and digitized market.