Over the last ten years there has been a growing interest around text-based chatbots, software applications interacting with humans using natural written language. However, despite the enthusiastic market predictions, ‘conversing’ with this kind of agents seems to raise issues that go beyond their current technological limitations, directly involving the human side of interaction. By adopting a Human-Computer Interaction (HCI) lens, in this article we present a systematic literature review of 83 papers that focus on how users interact with text-based chatbots. We map the relevant themes that are recurrent in the last ten years of research, describing how people experience the chatbot in terms of satisfaction, engagement, and trust, whether and why they accept and use this technology, how they are emotionally involved, what kinds of downsides can be observed in human-chatbot conversations, and how the chatbot is perceived in terms of its humanness. On the basis of these findings, we highlight open issues in current research and propose a number of research opportunities that could be tackled in future years.

在过去的十年中，人们越来越关注基于文本的聊天机器人，即使用自然书面语言与人互动的软件应用程序。但是，尽管有市场上的热情预测，但与这种代理进行“对话”似乎引发了超出其当前技术局限性的问题，直接涉及到人机交互方面。通过采用人机交互（HCI）镜头，在本文中，我们对83篇论文进行了系统的文献综述，这些论文侧重于用户如何与基于文本的聊天机器人交互。我们绘制了过去十年研究中经常出现的相关主题，描述了人们在满意度，参与度和信任度方面如何体验聊天机器人，是否以及为什么接受和使用该技术，以及他们在情感上的参与程度，在与人聊天机器人的对话中可以观察到哪些弊端，以及如何从人性角度看待聊天机器人。基于这些发现，我们重点介绍了当前研究中的未解决问题，并提出了许多可以在未来几年中解决的研究机会。