Adoption of AI Chatbots by Users: A Systematic Literature Review on User Experience and Human Factors

Abstract

Background: Due to the increasing integration of chatbots into everyday digital systems, this study conducts a systematic literature review (SLR) to examine human–chatbot interactions. Purpose: The purpose of this study is to focus on the integration of artificial intelligence (AI) with human-computer interaction (HCI) principles to understand how chatbots are used across multiple contexts, how human factors and ethical considerations are addressed, and the impact of these interactions on UX and behaviour. Methods: The search query was applied across selected digital libraries to retrieve relevant studies. Results: From the reviewed studies, we found different types of chatbots used, the contexts of their use, how human and ethical factors are treated, user perceptions of the interactions, and broader implications for users’ lives. The results reveal that chatbots used across different domains with various purposes make user interaction vary significantly by the context of use, showing both positive and negative impacts and raising ethical concerns. Conclusion: Regarding open gaps, aspects such as the long-term impact of chatbots, the use of AI tools by people with physical disabilities, and non-generic UI/UX aspects were missing.