Chatbot in the provision of financial services for unbanked adults: a systematic review

Abstract

Background: This study positions the chatbot in messaging applications to simplify the digital transformation aimed at unbanked and financially excluded population sectors, improve the customer experience and improve the lack of accessibility and usability. Methods: Systematic review of scientific articles consulting the Google Scholar databases, without date restrictions, in Spanish and English. Gray literature was included by manual search. No restrictions were made regarding the type of study. The abstracts and, where necessary, the complete articles were reviewed, finally taking into account all the articles that included recommendations on improving financial inclusion through messaging applications. Results: 10 articles were selected. Most  research articles, internationally in the field of Chatbot functionalities, instant messaging and digital transformation. Conclusions: The use of chatbot technology in institutions represents important advances for customer service as a digital transformation tool, helping the customer to build trust in its use and the customer to access the desired information as quickly as possible at any time. and in any place.