NLP techniques for automating responses to customer queries: a systematic review

Peter Adebowale Olujimi, Abejide Ade-Ibijola

Research output: Contribution to journalReview articlepeer-review

11 Citations (Scopus)


The demand for automated customer support approaches in customer-centric environments has increased significantly in the past few years. Natural Language Processing (NLP) advancement has enabled conversational AI to comprehend human language and respond to enquiries from customers automatically independent of the intervention of humans. Customers can now access prompt responses from NLP chatbots without interacting with human agents. This application has been implemented in numerous business sectors, including banking, manufacturing, education, law, and healthcare, among others. This study reviewed earlier studies on automating customer queries using NLP approaches. Using a systematic review methodology, 73 articles were analysed from reputable digital resources. The evaluated result offers an in-depth review of prior studies investigating the use of NLP techniques for automated customer service responses, including details on existing studies, benefits, and potential future study topics on the use of NLP techniques for business applications. The implications of the results were discussed and, recommendations made.

Original languageEnglish
Article number20
JournalDiscover Artificial Intelligence
Issue number1
Publication statusPublished - Dec 2023
Externally publishedYes


  • Automated responses
  • Business applications
  • Customer queries
  • NLP
  • Systematic review

ASJC Scopus subject areas

  • Artificial Intelligence
  • Information Systems
  • Computer Vision and Pattern Recognition
  • Human-Computer Interaction


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