Unveiling customer expectations of chatbot interactions : a systematic literature review

Abstract

Chatbots serve as vital customer communication tools, with rising investment trends indicating their importance in modern business (Belanche et al., 2020). Despite their growing acceptance, many customers still find chatbot interactions unsatisfactory, often due to unmet expectations (Crolic et al., 2022; Zamora, 2017). As a result, understanding these expectations, which may be influenced by past experiences and/or media portrayal, is important. However, existing research lacks insight into preinteraction customer expectations. Our paper aims to fill this void by conducting a systematic literature review focused on identifying the expectations of customers who interact with AI-powered chatbots, and analysing the factors shaping these expectations.