Abstract
Theoretical background: The popularity of AI in recent years has led to its integration with various industrial sectors. This spectrum of AI applications has brought numerous topics that are underexplored and need to be taken up. One such area is the integration of AI with customer relationship management (CRM) systems. In consequence, this research is valuable for the scientific community. Purpose of the article: The purpose of the research is to conduct scientometric analysis in the field of AI in CRM and to identify the most crucial areas of research, identify motor and niche themes in the AI-CRM and indicate future research trends. Research methods: The methodology was divided into three parts: data collection, descriptive analysis, scientometric analysis. In the research, “R programming” and “Biblioshiny” were used to conduct scientometric analysis. This made it possible to generate charts and a table based on gathered data and then analyse the results. Main findings: The results show there is a growth in AI-CRM systems subject since 2019. Keywords like “CRM”, “public relationship” or “data mining” were often used in research articles. Future research trends can be define among others: acceptance and trust for AI powered technology, impact on companies’ environment or relationship with customer.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
More From: Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.