Сhatbot and intelligent assistant: bibliometric analysis and research in banking sphere

Abstract

Today, the importance of chatbots and intelligent assistants is growing, given the rapid pace of information systems' development and the desire of consumers to receive advice at any time and on a self-service basis. Accordingly, the article presents the bibliometric and visual analysis of publications from the Scopus database in chatbots and intelligent assistants. According to the results obtained, the authors can note the following.First, the total number of publications in the scientific field of chatbots and intelligent assistants is on the rise, rapid development started in 2016, and the peak was in 2019. Second, chatbots and intelligent assistants' most relevant subject areas are computer science and engineering. However, chatbots and intelligent assistants get into other spheres (social sciences, decision sciences, medicine, etc.). It means that the research sphere becomes more interdisciplinary. Third, the highest publication activity demonstrates authors from the USA.Moreover, powerful publication clusters form around China, the Netherlands, Germany. Also, four authors from the USA are in the top 10 contributing authors in the research sphere. Fourth, 13 clusters form relationships between keywords within the research problem. The most significant clusters around the following keywords “intelligent assistants,” “chatbots,” “human-computer interaction,” “artificial intelligence,” “computer software”. In addition, a comparative analysis of chatbots of three Ukrainian banks – PrivatBank, MonoBank, and Alfa-Bank, was conducted. This analysis identified the strengths and problem areas of each of the chatbots. According to the results of the investigation, PrivatBank and MonoBank chatbots are more competitive. Alfa-Bank chatbot has more “gaps,” which reduce the effectiveness of interaction for users and need to be corrected. Thus, the research theme is in trend and will develop further. All findings of this paper and their graphical presentation are relevant. Scientists and practitioners can use them to understand the latest achievements and gaps in the “chatbot” and “intelligent assistant” fields and offer helpful guidance for further research.