Knowledge Sharing Characteristics of Chatbots: a Knowledge Management Perspective

Nowadays, using chatbots, a subset of intelligent conversational agents, as shopping assistants or customer service agents is rising in E-businesses. Chatbots can share the knowledge customers are looking for 24/7/365, enhancing the company's competitive advantage and saving time and cost. Based on the literature, chatbots can influence customer satisfaction and even purchase intention. In this research, we will look at chatbots from a knowledge management perspective focusing on the knowledge acquisition and knowledge sharing characteristics of chatbots. Chatbots can increase customer capital, one of the dimensions of Intellectual Capital (IC), by sharing knowledge between the company and customers. So, the knowledge-sharing characteristics of chatbot's are gathered and reviewed in detail. By doing so, several research gaps are specified for future research. Furthermore, several theoretical and practical implications are specified at the end of our study.