Conversational Artificial Intelligence and Natural Language Processing in Customer Service: A Bibliometric Review

Abstract

The integration of conversational artificial intelligence (AI) and natural language processing (NLP) is currently transforming customer service in various domains, including commerce, education, and the public sector. This article examines recent studies that utilize these technologies in the context of customer support, with a particular focus on micro, small, and medium-sized enterprises (MSMEs). The articles were obtained from the following sources: Scopus, Web of Science, ScienceDirect, and Springer Nature. Using the PRISMA framework, 263 initial records were reviewed and narrowed down to 139 relevant studies. A bibliometric analysis was conducted using VOSviewer and Mendeley to ascertain the relationships between keywords, thematic groups, and citation patterns. The results show that the United States, India, and the United Kingdom are the most active contributors, exhibiting a robust presence in commerce, Industry 4.0, and technology tools. Common keywords include “AI,” “chatbot,” “customer service,” and “large language models.”

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