Chatbot Adoption: A Multiperspective Systematic Review and Future Research Agenda
Date
2023
Journal Title
Journal ISSN
Volume Title
Publisher
IEEE
Abstract
—Studies on Chatbot adoption are gaining traction
across different fields. Previous studies have outlined several
drivers of Chatbot adoption through the lenses of various tech
nology adoption theories. However, these studies have not been
thoroughlyreviewedandsynthesized.Therefore,thisarticleaimsto
analyzethetechnologyadoptiontheories,antecedents,moderators,
domains, methodologies, and participants through a multiperspec
tive viewpoint. Out of 3942 studies collected, 219 studies were ana
lyzed. The main findings indicated that the technology acceptance
model, social presence theory, and computers are social actors
are the main dominant theories in explaining Chatbot adoption.
MoststudiesfocusedonexaminingtheusageintentionofChatbots,
with limited investigations on actual use and continuous intention.
Nearly 63% of the analyzed studies did not employ moderators,
andthose that did tend to do so mostfrequently focused on gender,
Chatbot/technical experience, andage.Thisarticle presents afresh
viewpoint that deepens our understanding of Chatbot adoption
and proposes several agendas for future research. The agenda
incorporates research directions for Chatbots adoption in general
and generative artificial intelligence in specific. It also offers sev
eral theoretical contributions and provides relevant information
to Chatbot developers, decision-makers, practitioners, IT vendors,
and policymakers.
Description
Keywords
Adoption, Chatbot, factors, generative artificial
intelligence (AI), systematic review, technology adoption theories.
Citation
Alsharhan, A., Al-Emran, M. and Shaalan, K. (2024) “Chatbot Adoption: A Multiperspective Systematic Review and Future Research Agenda,” IEEE Transactions on Engineering Management, 71, pp. 10232–10244.