“…: Table 9 shows the processes that the chatbots optimize: according to [24], [27], [42] bots are employed in bot training processes to feed its knowledge base; on the other hand, in [23], [43]- [45], [50], [51], [56], [62], [66]. The use of conversational bots was found to be part of the teaching process [21], [22], [25], [26], [29]- [31], [40], [41], [53], [64], it was realized that healthcare processes have been altered and have incorporated the use of chatbot technology with patients and professionals. Similarly, according to, [39], [46], [61] there is a segment of users who use these bots in Processes for personal assistance for various reasons.…”