Generative AI Chatbots Across Domains: A Systematic Review
Lama Aldhafeeri, Fay Aljumah, Fajr Thabyan, Maram Alabbad, Saeed Alshahrani, Fawzia Alanazi, Abeer Al-Nafjan
Abstract
The rapid advancement of large language models (LLMs) has significantly transformed the development and deployment of generative AI chatbots across various domains. This systematic literature review (SLR) analyzes 39 primary studies published between 2020 and 2025 to explore how these models are utilized, the sectors in which they are deployed, and the broader trends shaping their use. The findings reveal that models such as GPT-3.5, GPT-4, and LLaMA variants have been widely adopted, with applications spanning education, healthcare, business services, and beyond. As adoption increases, research continues to emphasize the need for more adaptable, context-aware, and responsible chatbot systems. The insights from this review aim to guide the effective integration of LLM-based chatbots, highlighting best practices such as domain-specific fine-tuning, retrieval-augmented generation (RAG), and multi-modal interaction design. This review maps the current landscape of LLM-based chatbot development, explores the sectors and primary use cases in each domain, analyzes the types of generative AI models used in chatbot applications, and synthesizes the reported limitations and future directions to guide effective strategies for their design and deployment across domains.