Artificial intelligence conversational agents have become an important strategy for business, both as an online shopping application and as a customer support solution, where they provide interactive communication for online customers. To ensure the effective usage and successful implementation of the conversational agents, the factors influencing customers' attitudes and acceptance towards conversational agents need to be explored. This paper presents a systematic literature review of conversational agents in the field of e-commerce to identify the variables that influence conversational agents' usage and to present the state-of-the-art in this research area. Twenty-four relevant papers are reviewed, and many significant factors are identified that positively influence customers' acceptance, satisfaction, and trust towards conversational agents’ technology.
Alnefaie, Ahlam; Singh, Sonika; Kocaballi, A. Baki; and Prasad, Mukesh, "Factors Influencing Artificial Intelligence Conversational Agents Usage in the E-commerce Field: A Systematic Literature Review" (2021). ACIS 2021 Proceedings. 47.