A Survey on the Impact of Chatbots on Marketing Activities

Recently, chatbot technology has been employed in several customer services and support roles. These conversational agents have become valuable assets to companies and organizations because of their ability to communicate with humans and process large amounts of data. Furthermore, since most customers are using online shopping to fulfill their requirements instead of traditional methods, they expect to get a full 24-hour service. This survey provides an overview of different studies that used chatbots as a tool to provide customer service and analyzes the techniques applied to it. In this survey, we divided the studies into two parts, the algorithms, techniques used in creating a chatbot, and the influence of the chatbot's use on marketing. Research shows most of the studies used Deep learning techniques for building chatbots. In addition, chatbot provides services that enable customers to have better communication with the brand and affect their long-term relationships.