Figure 1
The flowchart is shown with four vertical stages labeled along the left side as “Identification”, “Screening”, “Eligibility”, and “Included”. In the “Identification” stage, two rectangular boxes appear at the top. The left box reads “Studies identified through Scopus (n equals 3044)”. The right box reads “Studies identified through Web of Science (n equals 2156)”. Both boxes connect downward to a single box that reads “Studies after duplicates removed (n equals 3649)”. In the “Screening” stage, a downward arrow leads to a box labeled “Title screening (n equals 3649)”. From this box, a right-pointing arrow leads to another box labeled “Studies excluded during title screening (n equals 3460)”. In the “Eligibility” stage, a downward arrow from the title screening box leads to a box labeled “Full-text screening (n equals 189)”. From this box, a right-pointing arrow leads to a box labeled “Studies excluded during full-text screening (n equals 93)”. In the “Included” stage, a downward arrow leads to a box labeled “Studies included in review (n equals 99)”. From this box, a left-pointing arrow leads from a box on the right labeled “Studies included after reference list screening of included studies (n equals 3)”. On the top right side of the figure, a large text box lists search terms. The text reads: (“artificial intelligence” OR ai OR tech asterisk OR automat asterisk OR “machine learning” OR M L OR “deep learning” OR “natural language processing” OR N L P OR smart OR intelligen asterisk) AND TITLE-ABS-KEY (“customer service” OR “call center” OR “contact center asterisk” OR “service interaction asterisk” OR “customer interaction asterisk” OR “customer support” OR “service encounter asterisk” OR “service employee asterisk” OR “service agent asterisk” OR “customer-employee” OR “employee-customer” OR “service rep asterisk” OR “frontline employee asterisk” OR “fle”).Flow diagram of search process