Chatbot Adoption: A Systematic Literature Review

Chatbots have spurred keen academic interest in the last decade, with researchers focusing primarily on the factors impacting chatbot adoption by consumers. Based on a systematic literature review (SLR) of 202 selected peer-reviewed papers published from 2015 to 2025, this article aims to achieve the following objectives: (1) describe publication trends, including relevant journals and highly-cited papers; (2) analyze the methodological approaches and theoretical models employed in the field; (3) investigate the drivers and barriers to consumers’ adoption of chatbots; and (4) outline directions for future research. Among the findings, the review reveals that perceived usefulness, perceived ease of use, anthropomorphic characteristics, consumer trust in chatbot applications, and the ability of chatbots to emulate a human-like personality are key drivers of chatbot adoption, whereas perceived risks and anxiety are the most reported barriers. This study offers several future research avenues and highlights the importance of considering the role of emotions and personality traits.