Abstract: Chatterbots have nearly touched everyone through intelligent terminals They accelerate changes of the environment shared by firms and consumers, and reshape the marketing behaviors Through conducting the systematic literature review and adopting a digital marketing research framework, the relevant literature research results are classified and synthesized, the key touchpoints in the marketing process and strategies are identified, and the future directions of research are figured out regarding the application of chatterbots in digital marketing: (1) More influencing factors in interactive model of human-chatterbots need to be considered; (2) Customer behavior needs to be rediscovered; (3) The influence of chatterbots on marketing behavior needs more exploration; (4) Hidden cost of adopting chatterbots in marketing activities needs to be identified; (5) More attention should be paid to ethics and human-chatterbots interactive rules; (6) The effect of chatterbots on customer value and firm value needs to be verified; (7) More attention should be paid to the impact of chatterbots on marketing strategies
Chatterbots have nearly touched everyone through intelligent terminals They accelerate changes of the environment shared by firms and consumers, and reshape the marketing behaviors Through conducting the systematic literature review and adopting a digital marketing research framework, the relevant literature research results are classified and synthesized, the key touchpoints in the marketing process and strategies are identified, and the future directions of research are figured out regarding the application of chatterbots in digital marketing: (1) More influencing factors in interactive model of human-chatterbots need to be considered; (2) Customer behavior needs to be rediscovered; (3) The influence of chatterbots on marketing behavior needs more exploration; (4) Hidden cost of adopting chatterbots in marketing activities needs to be identified; (5) More attention should be paid to ethics and human-chatterbots interactive rules; (6) The effect of chatterbots on customer value and firm value needs to be verified; (7) More attention should be paid to the impact of chatterbots on marketing strategies

Key words:  chatterbots, digital marketing, literature review, research questions