Chatbots de IA

: perspetivas técnicas, organizacionais e sociais para uma adoção responsável

Abstract

The aim of this study is to identify dimensions and attributes related to the adoption of chatbots by organizativos. Aiming to conduct a descriptive study on the state of the art in the adoption of this technology, we opted for a systematic literature review methodology following the PRISMA guidelines. Well-established theoretical models of technology adoption at both the individual and organizational level – such as TAM, TPB, UTAUT, the TOE framework and the DeLone and McLean success model – were used to inform the analysis, enabling the identification of challenges and opportunities inherent to the adoption of generative AI-based chatbots. The results indicate that modern chatbots, powered by advanced generative models, are capable of producing context-aware, flexible and coherent responses. However, significant challenges remain, such as explainability, data bias and maintaining consistent behavior in complex situations. Organizational integration highlights the need for a comprehensive framework that includes internal preparedness, leadership support and robust governance structures to align chatbot functionalities with regulatory requirements and user expectations. In summary, this research proposes a multidimensional framework that guides both the technical implementation and organizational integration of chatbots, as well as the continuous evaluation of results.

Date of Award	1 Jul 2025
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	António Andrade (Supervisor)