Using Natural Language Processing to Enhance the Efficiency of Digital Services: A Systematic Literature Review

Abstract

The study focuses on the use of Natural Language Processing (NLP) to enhance the efficiency of digital services. The primary goal is to evaluate and analyze research published over a five-year span regarding NLP and its impact on digital services. This includes the predominant publishing mediums, high-impact journals, recurring keywords, and the geographical contribution in this domain. The research was conducted following the guidelines set by Kitchenham and Charters. The search was centered on well-established academic databases, using advanced search queries with pertinent keywords. Selected articles were assessed based on specific criteria, and key information from each article was extracted using the Mendeley Desktop tool. Research outcomes highlighted an upward trend in publishing NLP studies in high-impact journals, with a notable contribution from the United States, China, India, and the United Kingdom. The recurring keywords underscored the link between NLP, Machine Learning, and Deep Learning. Additionally, the rising significance of NLP in improving digital services was observed, indicating a bright future for its role in digital transformation.