The Diffusion of Chatbot Research Across Disciplines: A Systematic Literature Review

This chapter discusses the role of information and communication technologies in facilitating human tasks and activities, highlighting their contribution in connecting people globally and enabling the exchange of information and ideas. As technological innovation progresses, the phenomenon of artificial intelligence (AI) and its application in different sectors and functions has raised the scientific and professional communities’ attention towards the next generation of innovation adoptions and their possible implications for societies. This chapter specifically focuses on the advancement of the chatbot research agenda and its impact across scientific domains. As research progresses, it is important to stop and reflect on the status of chatbot knowledge to better understand the directions that are currently being taken by the scientific community and possible gaps that future scholars should address. After all, it is not only about developing technologies but above all about understanding their potential use, misuse, and mal-use that can inform societies on what to expect from AI tools. For this purpose, this chapter presents the results of a systematic literature review of chatbot research during the period 2010 to 2023 using ( Rogers, E. M. (1962). Diffusion of innovations. Free Press of Glencoe.) diffusion of innovations theory as a framework. The results show clear trends in the development of chatbot research over time, differences in the theoretical and methodological approaches used, and the topics and implications discussed in chatbot–human interaction research. The chapter concludes with reflections on the status of chatbot research advancement and its potential for strategic communication.