{"id":"https://openalex.org/W4400919986","doi":"https://doi.org/10.51594/ijmer.v6i7.1327","title":"AI Chatbot integration in SME marketing platforms: Improving customer interaction and service efficiency","display_name":"AI Chatbot integration in SME marketing platforms: Improving customer interaction and service efficiency","publication_year":2024,"publication_date":"2024-07-23","ids":{"openalex":"https://openalex.org/W4400919986","doi":"https://doi.org/10.51594/ijmer.v6i7.1327"},"language":"en","primary_location":{"id":"doi:10.51594/ijmer.v6i7.1327","doi":"https://doi.org/10.51594/ijmer.v6i7.1327","is_oa":true,"landing_page_url":"https://doi.org/10.51594/ijmer.v6i7.1327","pdf_url":null,"source":{"id":"https://openalex.org/S4210193368","display_name":"International Journal of Management & Entrepreneurship Research","issn_l":"2664-3588","issn":["2664-3588","2664-3596"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310321599","host_organization_name":"Fair East Publishers","host_organization_lineage":["https://openalex.org/P4310321599"],"host_organization_lineage_names":["Fair East Publishers"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Management & Entrepreneurship Research","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.51594/ijmer.v6i7.1327","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5104973320","display_name":"Wagobera Edgar Kedi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405271194","display_name":"National Association of Pediatric Nurse Practitioners","ror":"https://ror.org/0216ys140","country_code":"US","type":"nonprofit","lineage":["https://openalex.org/I4405271194"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Wagobera Edgar Kedi","raw_affiliation_strings":["Senior Software Engineer - Hubspot Inc, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Senior Software Engineer - Hubspot Inc, USA","institution_ids":["https://openalex.org/I4405271194"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111266249","display_name":"Chibundom Ejimuda","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Chibundom Ejimuda","raw_affiliation_strings":["Software Engineer, Boston, MA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Software Engineer, Boston, MA, USA","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5099779651","display_name":"Courage Idemudia","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Courage Idemudia","raw_affiliation_strings":["Independent Researcher, London, Ontario, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Independent Researcher, London, Ontario, Canada","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5099383467","display_name":"Tochukwu Ignatius Ijomah","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Tochukwu Ignatius Ijomah","raw_affiliation_strings":["Independent Researcher, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Independent Researcher, Australia","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":18.7816,"has_fulltext":false,"cited_by_count":77,"citation_normalized_percentile":{"value":0.99418787,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"6","issue":"7","first_page":"2332","last_page":"2341"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/ai-chatbots","display_name":"AI chatbots","score":0.9980000257492065},{"id":"https://openalex.org/keywords/small-and-medium-sized-enterprises","display_name":"small and medium-sized enterprises","score":0.9919999837875366},{"id":"https://openalex.org/keywords/marketing-platforms","display_name":"marketing platforms","score":0.7590000033378601},{"id":"https://openalex.org/keywords/customer-interaction","display_name":"customer interaction","score":0.9980000257492065},{"id":"https://openalex.org/keywords/service-efficiency","display_name":"service efficiency","score":0.9269999861717224},{"id":"https://openalex.org/keywords/customer-service-automation","display_name":"customer service automation","score":0.9120000004768372},{"id":"https://openalex.org/keywords/personalization","display_name":"personalization","score":0.7350000143051147},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8820000290870667},{"id":"https://openalex.org/keywords/chatbot-implementation","display_name":"chatbot implementation","score":0.5239999890327454},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"natural language processing","score":0.6980000138282776}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9368348717689514},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5760103464126587},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5737304091453552},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5196781754493713},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42329132556915283},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.377416729927063},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3681086301803589},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.35475435853004456},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3213052749633789}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.51594/ijmer.v6i7.1327","doi":"https://doi.org/10.51594/ijmer.v6i7.1327","is_oa":true,"landing_page_url":"https://doi.org/10.51594/ijmer.v6i7.1327","pdf_url":null,"source":{"id":"https://openalex.org/S4210193368","display_name":"International Journal of Management & Entrepreneurship Research","issn_l":"2664-3588","issn":["2664-3588","2664-3596"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310321599","host_organization_name":"Fair East Publishers","host_organization_lineage":["https://openalex.org/P4310321599"],"host_organization_lineage_names":["Fair East Publishers"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Management & Entrepreneurship Research","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.51594/ijmer.v6i7.1327","doi":"https://doi.org/10.51594/ijmer.v6i7.1327","is_oa":true,"landing_page_url":"https://doi.org/10.51594/ijmer.v6i7.1327","pdf_url":null,"source":{"id":"https://openalex.org/S4210193368","display_name":"International Journal of Management & Entrepreneurship Research","issn_l":"2664-3588","issn":["2664-3588","2664-3596"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310321599","host_organization_name":"Fair East Publishers","host_organization_lineage":["https://openalex.org/P4310321599"],"host_organization_lineage_names":["Fair East Publishers"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Management & Entrepreneurship Research","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4409356007","https://openalex.org/W4387753030","https://openalex.org/W7119982510","https://openalex.org/W7106316483","https://openalex.org/W4406498932","https://openalex.org/W6930560109","https://openalex.org/W4416930011","https://openalex.org/W4293203585","https://openalex.org/W4417465568","https://openalex.org/W4415728637"],"abstract_inverted_index":{"This":[0],"review":[1],"paper":[2,60],"examines":[3],"the":[4],"integration":[5,109],"of":[6,68],"AI":[7,29,125],"chatbots":[8,69],"in":[9,34,70,87,120],"small":[10],"and":[11,26,38,52,66,78,90,100,115],"medium-sized":[12],"enterprise":[13],"(SME)":[14],"marketing":[15,122],"platforms,":[16],"focusing":[17],"on":[18,21,56],"their":[19,121],"impact":[20],"customer":[22,43,98],"interaction,":[23],"service":[24,44,80],"efficiency,":[25],"future":[27],"implications.":[28],"chatbots,":[30],"powered":[31],"by":[32,45],"advancements":[33],"natural":[35],"language":[36],"processing":[37],"machine":[39],"learning,":[40],"have":[41],"revolutionized":[42],"automating":[46],"routine":[47],"tasks,":[48],"providing":[49],"24/7":[50],"availability,":[51],"personalizing":[53],"interactions":[54],"based":[55],"user":[57],"data.":[58],"The":[59],"explores":[61],"historical":[62],"developments,":[63],"current":[64],"trends,":[65],"applications":[67],"SMEs,":[71,95],"highlighting":[72],"benefits":[73,93],"such":[74],"as":[75],"cost":[76],"efficiency":[77],"improved":[79],"processes.":[81],"Furthermore,":[82],"it":[83],"discusses":[84],"emerging":[85],"technologies":[86],"chatbot":[88,108],"development":[89],"outlines":[91],"long-term":[92],"for":[94,105],"including":[96],"enhanced":[97],"satisfaction":[99],"operational":[101],"efficiencies.":[102],"Practical":[103],"recommendations":[104],"SMEs":[106],"considering":[107],"are":[110],"provided":[111],"to":[112],"optimize":[113],"implementation":[114],"leverage":[116],"this":[117],"technology":[118],"effectively":[119],"strategies.":[123],"Keywords:":[124],"Chatbots,":[126],"SME":[127],"Marketing,":[128],"Customer":[129],"Interaction,":[130],"Service":[131],"Efficiency,":[132],"Automation,":[133],"Future":[134],"Trends.":[135]},"counts_by_year":[{"year":2026,"cited_by_count":25},{"year":2025,"cited_by_count":35},{"year":2024,"cited_by_count":17}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2024-07-24T00:00:00"}