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While artificial intelligence (AI) has been increasingly employed in communication technologies, limited research has explored the user experience of AI-powered chatbots. Based on Uses & Gratification (U&G) theory, this study conducted a quantitative meta-analysis of 12 studies to examine the relationship between four dimensions of user gratification (utilitarian, technology, hedonic, and social) and user satisfaction with AI-powered chatbots. The results indicate that these four categories of gratifications are strongly associated with user satisfaction to different extents, with utilitarian gratification having the strongest factor influence. The findings suggest that utility is the core aspect of consideration for the designers of AI-powered chatbots. The results further extend the existing U&G literature in the context of AI.
Xie et al. (Tue,) studied this question.