Effects of the use of artificial intelligence on user experience: a systematic review of the literature
DOI:
https://doi.org/10.5281/zenodo.17888431Keywords:
artificial intelligence, information user, ethicsAbstract
The objective of this study was to identify and evaluate the effects of the use of artificial intelligence (AI) on user experience (UX) through a systematic review of the literature published between 2020 and 2025. To this end, a qualitative research study was conducted with a descriptive and exploratory scope, following the PRISMA 2020 guidelines. The search was carried out in the SCOPUS, ProQuest, EBSCO, and Web of Science databases, from which 113 articles were identified, and 22 studies that met the established methodological and thematic criteria were finally selected. The results show that AI has significantly transformed UX in the business, education, healthcare, and digital design fields. Among the positive effects are advanced personalization, operational efficiency, and improved human-system interaction. However, significant challenges also emerge, such as algorithmic opacity, biases, loss of autonomy, and ethical concerns related to privacy and transparency. Across the board, the research agrees on the need to guide AI development toward a human-centered approach based on trust and explainability. The study concludes by highlighting the urgency of strengthening digital literacy, ethical governance, and UX evaluation methodologies in the face of advances in autonomous and generative systems.
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