TY - GEN
T1 - Chatbots al servicio de la Sociedad
T2 - 22nd LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2024
AU - Bazán, Laura
AU - Uceda, Patricia
AU - Lopez Martos, Rosa M.
N1 - Publisher Copyright:
© 2024 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2024
Y1 - 2024
N2 - 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%).
AB - 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%).
KW - AI
KW - Chatbots
KW - Conversational Agent
KW - Society
KW - Software Applications
UR - https://www.scopus.com/pages/publications/85203804805
U2 - 10.18687/LACCEI2024.1.1.1070
DO - 10.18687/LACCEI2024.1.1.1070
M3 - Contribución a la conferencia
AN - SCOPUS:85203804805
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 22nd LACCEI International Multi-Conference for Engineering, Education and Technology
Y2 - 17 July 2024 through 19 July 2024
ER -