Review of the Factors Affecting Acceptance of AI-Infused Systems

Objective The study aimed to provide a comprehensive overview of the factors impacting technology adoption, to predict the acceptance of artificial intelligence (AI)-based technologies. Background Although the acceptance of AI devices is usually defined by behavioural factors in theories of user acceptance, the effects of technical and human factors are often overlooked. However, research shows that user behaviour can vary depending on a system’s technical characteristics and differences in users. Method A systematic review was conducted. A total of 85 peer-reviewed journal articles that met the inclusion criteria and provided information on the factors influencing the adoption of AI devices were selected for the analysis. Results Research on the adoption of AI devices shows that users’ attitudes, trust and perceptions about the technology can be improved by increasing transparency, compatibility, and reliability, and simplifying tasks. Moreover, technological factors are also important for reducing issues related to human factors (e.g. distrust, scepticism, inexperience) and supporting users with lower intention to use and lower trust in AI-infused systems. Conclusion As prior research has confirmed the interrelationship among factors with and without behaviour theories, this review suggests extending the technology acceptance model that integrates the factors studied in this review to define the acceptance of AI devices across different application areas. However, further research is needed to collect more data and validate the study’s findings. Application A comprehensive overview of factors influencing the acceptance of AI devices could help researchers and practitioners evaluate user behaviour when adopting new technologies.