Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
系统梳理了对话代理领域的文献，识别出消费者信任、自然语言处理、沟通及商业价值四大主题，并构建了驱动因素与结果框架，为未来研究提供方向。
Consumer research on conversational agents (CAs) has been growing. To illustrate and map out research in this field, we conducted a systematic literature review (SLR) of published work indexed in the Clarivate Web of Science and Elsevier Scopus databases. Four dominant topical areas were identified through bibliographic coupling. They are 1) consumers’ trust in CAs; 2) Natural Language Processing (NLP) in developing and designing CAs; 3) communication with CAs; 4) impact of CAs on value creation and the value of CAs for business. We leverage these findings to provide an updated synopsis of extant scientific work. Moreover, we draw a framework whereby we identify the: 1) drivers of and motivators for adoption and engagement with CAs; and 2) the outcomes of CA adoption for both users and organizations. Finally, we leverage the framework to develop an agenda for future research.