The integration of chatbots in the financial sector has significantly improved customer service processes, providing efficient solutions for query management and problem resolution. These automated systems have proven to be valuable tools in enhancing operational efficiency and customer satisfaction in financial institutions. This study aims to conduct a systematic literature review on the impact of chatbots in customer service within the financial sector. A review of 61 relevant publications from 2018 to 2024 was conducted. Articles were selected from databases such as Scopus, IEEE Xplore, ARDI, Web of Science, and ProQuest. The findings highlight that efficiency and customer satisfaction are central to the perception of service quality, aligning with the automation of the user experience. The bibliometric analysis reveals a predominance of publications from countries such as India, Germany, and Australia, underscoring the academic and practical relevance of the topic. Additionally, essential thematic terms such as “artificial intelligence” and “advanced automation” were identified, reflecting technological evolution in this field. This study provides significant insights for future theoretical, practical, and managerial developments, offering a framework to optimize chatbot implementation in highly regulated environments.

This study provides a comparative analysis of Environmental, Social, and Governance (ESG) ratings methodologies and explores the potential of eXtensible Business Reporting Language (XBRL) to enhance transparency and comparability in ESG reporting. Evaluating ratings from different agencies, the research identifies significant methodological inconsistencies that lead to conflicting information for investors and stakeholders. Statistical tests and adjusted rating scales confirm substantial divergence in ESG scores, primarily due to differing data categories and indicators used by rating firms. Using a sample of 265 European companies, the study demonstrates that individual ESG agencies report markedly different ratings for the same firms, which can mislead stakeholders. It proposes that XBRL based reporting can mitigate these inconsistencies by providing a standardized framework for data collection and reporting. XBRL enables accurate and efficient data collection, reducing human error and enhancing the transparency of ESG reports. The findings advocate for integrating XBRL in ESG reporting to achieve higher levels of comparability and reliability. The study calls for greater regulatory oversight and the adoption of standardized taxonomies in ESG reporting to ensure consistent and comparable data across sectors and jurisdictions. Despite challenges like the lack of a standardized taxonomy and inconsistent adoption, the research contends that XBRL can significantly improve the reliability of ESG ratings. In conclusion, this study suggests that standardizing ESG data through XBRL could provide a viable solution to the unreliability of current ESG rating scales, supporting sustainable business practices and informed decision making by investors.

This study aimed to determine the socio-economic poverty status of those living in rural areas using data surveys obtained from household expenditure and income. Machine learning-based classification and clustering models were proven to provide an overview of efforts to determine similarities in poverty characteristics. Efforts to address poverty classification and clustering typically involve comprehensive strategies that aim to improve socio-economic conditions in the affected areas. This research focuses on the combined application of machine learning classification and clustering techniques to analyze poverty. It aims to investigate whether the integration of classification and clustering algorithms can enhance the accuracy of poverty analysis by identifying distinct poverty classes or clusters based on multidimensional indicators. The results showed the superiority of machine learning in mapping poverty in rural areas; therefore, it can be adopted in the private sector and government domains. It is important to have access to relevant and reliable data to apply these machine learning techniques effectively. Data sources may include household surveys, census data, administrative records, satellite imagery, and other socioeconomic indicators. Machine learning classification and clustering analyses are used as a decision support tool to gain an understanding of poverty data from each village. These strategies are also used to describe the profile of poverty clusters in the community in terms of significant socio-economic indicators present in the data. Village clusters based on an analysis of existing poverty indicators are grouped into high, moderate, and low poverty levels. Machine learning can be a valuable tool for analyzing and understanding poverty by classifying individuals or households into different poverty categories and identifying patterns and clusters of poverty. These insights can inform targeted interventions, policy decisions, and resource allocation for poverty reduction programs.

Nowadays, urban ecosystems require major transformations aimed at addressing the current challenges of urbanization. In recent decades, policy makers have increasingly turned their attention to the smart city paradigm, recognizing its potential to promote positive changes. The smart city, through the conscious use of technologies and sustainability principles, allows for urban development. The scientific literature on smart cities as catalysts of public value continues to develop rapidly and there is a need to systematize its knowledge structure. Through a three-phase methodological approach, combining bibliometric, network and content analyses, this study provides a systematic review of the scientific literature in this field. The bibliometric results showed that public value is experiencing an evolutionary trend in smart cities, representing a challenging research topic for scholars. Network analysis of keyword co-occurrences identified five different clusters of related topics in the analyzed field. Content analysis revealed a strong focus on stakeholder engagement as a lever to co-create public value and a greater emphasis on social equity over technological innovation and environmental protection. Furthermore, it was observed that although environmental concerns were prioritized during the policy planning phase, their importance steadily decreased as the operational phases progressed.