Chatbot design approaches for fashion E-commerce: an interdisciplinary review
A. R. D. B. Landim, A. M. Pereira, Thales Vieira, Evandro Costa, J. A. B. Moura, Vanissa Wanick, Eirini Bazaki
Abstract
Chatbots can bring innovation in online assistance and communication with customers. Due to the growth of e-commerce, fashion brands have been adopting chatbots to provide personalised consumer experiences. Research in the area of chatbots for fashion e-commerce has addressed technological advancements and consumer behaviour, but little has been done on analysing chatbot features through a holistic point of view. The aim of this paper is to offer an interdisciplinary review through a comprehensive categorisation of recent studies on the theme and inform future research in the area. To achieve that, a theme-based literature review was carried out through the analysis of specialised research. The collected work was categorised addressing both computational and non-computational perspectives. The findings show that Deep Learning, recommendation systems, audio recognition and integration of chatbots with other fashion applications are a few design opportunities to be applied in both research and practice.