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Prospects for Chatbots

Author

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  • Michal Stojanov

    (University of Economics - Varna)

Abstract

At the end of the second decade of the digital millennium, the flow of daily human and business life is increasingly dependent on the development and invention of information and communication technologies. One of the innovations is chatbot, which is software that performs tasks as an automated information assistant with a wide range of applications and fields. This article reviews the nature and characteristics of chatbots and, based on their imposition and development in electronic exchange channels, comments are made on their potential impact on the retail and outsourcing business related to customer service.

Suggested Citation

  • Michal Stojanov, 2019. "Prospects for Chatbots," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 8(3), pages 10-16, December.
    • Handle: RePEc:vra:journl:v:8:y:2019:i:3:p:10-16
    DOI: 10.36997/IJUSV-ESS/2019.8.3.10
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    Cited by:

    1. Donka Zhelyazkova & Nevena Petrova, 2020. "Possibilities for Improvement of the Service, Provided by Energo-Pro Varna JSC to End Domestic Customers in the City of Varna," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 166-192.

    More about this item

    Keywords

    chatbot; customer service; retail; outsourcing;
    All these keywords.

    JEL classification:

    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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