Chapter 21: the chatbot revolution: companies and consumers in a new digital age

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dc.contributor.authorShaalan, Ahmed
dc.contributor.authorTourky, Marwa
dc.contributor.authorIbrahim, Khaled
dc.date.accessioned2022-07-05T12:58:48Z
dc.date.available2022-07-05T12:58:48Z
dc.date.issued2022-06-25
dc.description.abstractChatbots are seen as something of a magic wand for both companies and consumers. They may enable companies to improve customer service and gather vast amounts of accurate data, while giving consumers a better experience as they engage with brands in a customised way. Chatbots can understand everyday language and respond by imitating human-to-human conversations. These anthropomorphic attributes, along with other advances in AI sophistication, have accelerated the commercialisation and prevalence of chatbots. This chapter explores chatbots as a form of evolving technology, provides a comprehensive understanding of their role in digital marketing, and sets out the academic theories associated with their use. It then theorises that machine learning processes are similar to those of humans, before exploring the big data being generated. After discussing the remaining challenges and obstacles to their wider use, conclusions are drawn about the likely future course of e-agents, with the intention of guiding researchers and practitioners into the next generation of AI advances.en_UK
dc.identifier.citationShaalan A, Tourky ME, Ibrahim K. (2022) Chapter 21: The chatbot revolution: companies and consumers in a new digital age. In: SAGE handbook of digital marketing, Part 4, SAGE Publications Ltd, June 2022, pp. 369-392en_UK
dc.identifier.eisbn9781529784480
dc.identifier.isbn9781529743791
dc.identifier.urihttps://uk.sagepub.com/en-gb/eur/the-sage-handbook-of-digital-marketing/book275206
dc.identifier.urihttps://dspace.lib.cranfield.ac.uk/handle/1826/18114
dc.language.isoenen_UK
dc.publisherSageen_UK
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectChatboten_UK
dc.subjectDigital Marketingen_UK
dc.subjectAIen_UK
dc.titleChapter 21: the chatbot revolution: companies and consumers in a new digital ageen_UK
dc.typeBook chapteren_UK

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