Below just the introduction, much more at the link.
Scaling Up Chatbots for Corporate Service Delivery Systems By Alistair Barros, Renuka Sindhgatta, Alireza Nili Communications of the ACM, August 2021, Vol. 64 No. 8, Pages 88-97 10.1145/3446912
Conversational agents, or chatbots, providing question-answer assistance on smart devices, have proliferated in recent years and are poised to transform online customer services of corporate sectors.1,6 Implemented through dialogue management systems, chatbots converse through voice-based and textual dialogue, and harness natural language processing and artificial intelligence to recognize requests, provide responses, and predict user behavior.5,28 Market analysts concur on current adoption trends and the magnitude of growth and impact of chatbots anticipated in the next five years. According to a report by Grand View Research, for instance, already 45% of users prefer chatbots as the primary point of communications for customer service enquiries, translating into a global 'chatbot' market of $1.23 billion by 2025, at a compounded annual growth rate (CAGR) of 24.3%.9 .... '
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