State of the Art and Themes of the Research on Artificial intelligence (AI) Integrated Customer Relationship Management (CRM): Bibliometric Analysis and Topic Modelling

By integrating Artificial Intelligence (AI) with Customer Relationship Management (CRM), businesses can enhance customer engagement and streamline operations. Rapid advancements in AI along with the digital shift triggered by the COVID-19 pandemic have created a surge in AI-CRM research. Yet a comprehensive review of this burgeoning field remains elusive. The purpose of our study is to bridge this gap by providing insights into the evolution and thematic landscape of the field of AI-CRM research. Through the application of bibliometric and Latent Dirichlet Allocation (LDA) topic modeling techniques, we reviewed 810 articles from the past two decades, identifying seven predominant themes that encompass the trajectory of research in AI-CRM.