Year: 2025
Type: article
Abstract: Introduction: Chatbots have their origins in the 1960s, but in today's technological landscape, they have emerged as important tools, improving the user experience and providing agile and personalized service. From the point of view of Information Science (IS), chatbots represent a new channel of communication and interaction with information to facilitate access to large volumes of data, assist in the organization and classification of content, and even in the creation of information recommendation and curation systems. Thus, investigating how CI is being related to the development of chatbots is the question of this research. Objective: To investigate in the academic-scientific literature methodologies and technologies for developing chatbots, as well as the main applications and relationships with CI. Methodology: A literature review was carried out between July and August 2024. Results: 55 documents were analyzed, segmented into five categories: Methodologies, Models, Languages, Platforms and NLP Techniques. The categories were designed to explore the diversity of approaches and techniques present in the literature, as well as to understand how different areas are using chatbots to optimize processes and services. Conclusion: The constant evolution of AI and information retrieval technologies opens up a promising horizon for the development of chatbots. However, despite being related to various techniques and processes, CI is still not given much prominence. Future work suggests that CI techniques and methods be formally integrated into the development of chatbots .
Institution: Universidade Federal de Minas Gerais
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
OpenAlex ID: W4413280634