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<p>The integration of artificial intelligence (AI) into daily human interactions has grown significantly in recent years. Chatbots powered by AI aim to simulate human-like conversations by understanding user messages and responding appropriately. The dynamics of human interaction with chatbots play a vital role in enhancing the user experience across various domains. This systematic review aimed to synthesize the existing psychological studies on communication between humans and chatbots. Following the PRISMA guidelines, 58 studies published in psychological journals between 2015 and April 2024 (<i>N</i> = 14,852 participants) were included in the systematic literature search. The review identified key research directions, including the verbal expression of empathy and emotions by chatbots, verbally expressed anthropomorphism in chatbots, interaction with generative AI, and the influence of chatbot engagement on human behavior. Results showed that expressing empathy involves mirroring a user’s messages and tailoring responses to the user’s needs, using inspirational appeals, maintaining a positive tone, and increasing the use of affective words. In most studies, anthropomorphism is typically linked to the use of informal or socially oriented language using different verbal cues such as self-introduction, personal address by name, echoing users’ responses, greetings, and farewells. Interaction with chatbots can influence human behavior in healthcare decision-making, community engagement initiatives, and educational contexts. Based on the systematic review, we identified research trends depending on the year of publication and the most emphasized and least studied research directions in the field of communication between humans and chatbots.</p>

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Human–chatbot communication: a systematic review of psychological studies

  • 期刊论文

  • 发表日期：

    2025年3月6日

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  • Antonina Rafikova,
  • Anatoly Voronin

摘要

The integration of artificial intelligence (AI) into daily human interactions has grown significantly in recent years. Chatbots powered by AI aim to simulate human-like conversations by understanding user messages and responding appropriately. The dynamics of human interaction with chatbots play a vital role in enhancing the user experience across various domains. This systematic review aimed to synthesize the existing psychological studies on communication between humans and chatbots. Following the PRISMA guidelines, 58 studies published in psychological journals between 2015 and April 2024 (N = 14,852 participants) were included in the systematic literature search. The review identified key research directions, including the verbal expression of empathy and emotions by chatbots, verbally expressed anthropomorphism in chatbots, interaction with generative AI, and the influence of chatbot engagement on human behavior. Results showed that expressing empathy involves mirroring a user’s messages and tailoring responses to the user’s needs, using inspirational appeals, maintaining a positive tone, and increasing the use of affective words. In most studies, anthropomorphism is typically linked to the use of informal or socially oriented language using different verbal cues such as self-introduction, personal address by name, echoing users’ responses, greetings, and farewells. Interaction with chatbots can influence human behavior in healthcare decision-making, community engagement initiatives, and educational contexts. Based on the systematic review, we identified research trends depending on the year of publication and the most emphasized and least studied research directions in the field of communication between humans and chatbots.