AI-Powered Chatbots in Organizations: A Systematic Literature Review

Abstract

Chatbots have emerged as essential digital assistants within organizations, optimizing customer service, human resources, and internal operations. This systematic literature review (SLR) synthesizes insights from 53 academic papers, categorizing chatbot applications, benefits, challenges, and future research directions. The study highlights the transformative impact of AI-powered chatbots across industries, examining their role in automating tasks, enhancing user engagement, and improving operational efficiency. Additionally, it identifies critical barriers such as trust, ethical concerns, and integration challenges. The findings underscore the evolving nature of chatbot technology and suggest areas for future research to enhance their effectiveness and adoption within organizational contexts.