Implementation of a Web System with Chatbot Service for Sales Management - A Review

Abstract

The objective of the research was to analyze various researches about web systems with chatbot service in the sales management process between the years 2018-2022, employing four databases, such as: S cience Direct, Taylor & Francis, IEEE Xplore and S pringer. The PRIS MA methodology was applied, selecting 60 manuscripts where the year of highest publication was 2021 (35%), leading the US A as the country with the highest scientific production equivalent to 23.33%; in addition, the type of research that predominated were scientific articles with the percentage value of 70% and being entirely in the English language. Finally, it was found that there are two relevant components regarding the implementation of a web system with chatbot service for S ales Management, the first are the evaluated aspects, explained as those that focus on the analysis of the intelligent system, chatbot, website, Google API, ecommerce, machine learning, IBM service, mobile application, web, relationship with customer service, sales management, digital transformation, information system, algorithm and innovation and as the second component, according to the conditional factors refers to the context in which the use of chatbot in sales management occurs, being such technical features as algorithm, type of system, chatbot-customer relationship, sales and innovation and sales-system relationship.