Unveiling the Research Frontiers of Chatbot Adoption in Banking: A Bibliometric Analysis

Abstract

The study explores the research agenda in relation to chatbots' adoption in the banking industry against the backdrop of intense digital transformation and increasing incorporation of artificial intelligence into the financial services. The study is carried out within the framework of the bibliometric analysis in order to evaluate scholarly works related to chatbot technologies, conversational artificial intelligence and digital banking transformation. In total, 206 peer-reviewed articles have been selected by the means of systematic review and analyzed through VOSviewer employing various methods (co-authorship analysis, keyword co-occurrence analysis and thematic evolution mapping). The Findings identified few thematic areas like technology adoption and user behavior, customer experience and service quality, operational efficiency and financial performance, AI technologies along with security and ethical concerns and fintech innovations. The study reveals the structured body of knowledge regarding drivers, enactment mechanisms and outcomes of chatbot adoption and the strategic importance of conversational AI in the digital age.