The Impact of AI Chatbot Anthropomorphism on User Experience: A Systematic Literature Review on Psychological Pathways and Contextual Conditions

Abstract

Background Conversational artificial intelligence (AI) chatbots are evolving from information retrieval tools to partners capable of social and emotional interactions. Anthropomorphism has emerged as a key strategy to enhance user experience, yet its effects remain inconsistent. Therefore, this study aims to systematically analyze the complex relationship between chatbot anthropomorphism and user experience, presenting an integrated framework of mediating processes and contextual conditions. A systematic literature review was conducted following the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) guidelines. Eighty-six key empirical studies published between 2018 and 2025 were selected from major academic databases. Data concerning anthropomorphism implementation, psychological mediators, contextual moderators, and user experience outcomes were extracted and thematically synthesized. Chatbot anthropomorphism is implemented through visual, verbal, and personality-based elements. These elements are mediated through four psychological pathways: social relationship formation, trust building, perceived competence, and autonomous control. Furthermore, these mediating processes were moderated by contextual conditions such as user characteristics and situational attributes. Ultimately, user experience manifested as a dual outcome, encompassing both positive dimensions like immersion and satisfaction, and negative dimensions such as emotional dependence and privacy concerns. By elucidating the dynamic interactions among ‘anthropomorphism elements - psychological mediation - contextual conditions - user experience,’ this study provides a comprehensive understanding of research trends in AI chatbot anthropomorphism. Additionally, the study offers practical guidelines for more effective and responsible chatbot design and proposes directions for future research.