Applications of Artificial Intelligence in Conversational Agents: A Systematic Literature Review of AI in Chatbots

Artificial Intelligence in Chatbots has been growing interest to a lot of people in different industries and fields. A software application that could hold a conversation with a human agent through text or text-to-speech. However there has been no clear definition of how AI is applied to these chatbots. This study aims to analyze on the applications of AI in Chatbots and understands its influence on diverse fields. The goal is to gather data on the fields in which AI chatbots are mostly utilized and understand the techniques, methods, and relevancy in applying AI chatbots in that field. The methods used in the study is the Systematic Literature Review (SLR) approach to address the proposed research question and the Preferred Reporting Items for Systematic Review and Meta-Analysis (PRISMA) approach to help in the selection and acquisition of studies and articles. Findings show that the most common application of AI is Natural Language Processing (NLP), Machine Learning (ML), and AI Algorithms. The study also discovered a significant increase in published research about AI Chatbots every year. In the different fields, results show that Customer Support, Finance, and Education are the three fields that had the most studies. Chatbots have a better opportunity of being incorporated into other fields, as chatbots improve the workload and offer a more efficient method for handling the large workload. For future research, it is recommended to find more studies on the topic to validate and check the variety of applications of AI chatbots in various fields.