The influence of consumer experience with AI on consumer behavior: A systematic literature review

Abstract

The available literature implies that new technologies, such as artificial intelligence, influence consumer experience in different industries (Steinhoff et al., Buhalis and Sinarta, 2019), but consumers will also increase their adoption of artificial intelligence (Loureiro et al., 2021). According to the existing literature, AI is dramatically changing customer experience (Hoyer et al., 2021). This unveils the need for further understanding of the influence of consumer experience with AI on consumer behavior. This systematic analysis consists of a compilation of articles and books published between 2019 and September 2024. This systematic literature review covers the objectives, methodologies, theories, constructs, conclusions, gaps, limitations, and future research insights within this research's scope.