From scripted replies to intelligent assistance: A study on artificial intelligence chatbots in user support
Alexandre Davitaia
Abstract
From early rule-based systems to modern intelligent assistants, this paper explores the development and effects of AI-driven chatbots in user support. We examine how conversational agents have developed historically, look at their current uses in the fintech (banking and financial services), e-commerce (online retail), and healthcare industries, and talk about potential future developments. Zalando's ChatGPT fashion assistant (Europe) in e-commerce, Bank of America's Erica (USA) and Swedbank's Nina (Sweden) in fintech, and new AI symptom-checkers in healthcare are real-world examples that demonstrate these trends.We analyze how modern chatbots employ machine learning and natural language processing to provide 24/7 customer support, reduce costs, and personalize experiences. Finally, we address anticipated advances (e.g. integration with generative AI and IoT health monitoring) and challenges such as trust, privacy, and regulatory compliance. Our study draws on industry reports and academic sources to present a comprehensive overview.