Exploring the Dark Corners of Human-Chatbot Interactions: A Literature Review on Conversational Agent Abuse

Agent abuse is emerging as a significant concern in the realm of human-chatbot interactions. Despite the relevance of this phenomenon, from a social and psychological perspective, there have been relatively few published studies on the topic over the years. This calls for special attention and a need for a comprehensive understanding of the challenges posed by abusive behaviors towards conversational agents. Following the PRISMA protocol, this review intends to systematize the knowledge currently available in the scientific domain of chatbot abuse, identifying and evaluating research published between January 1989 and July 2023 across two databases. The review sheds light on the diverse range of studies that have contributed to defining and operationalizing chatbot abuse while exploring avenues for developing evidence-based interventions to discourage verbal mistreatment of conversational agents. By building on empirical, theoretical, and conceptual works, this research promotes awareness and consciousness-raising against chatbot mistreatment, advancing the scientific community's understanding of the complexities surrounding chatbot abuse and its possible implications. In doing so, the study fosters a more ethical, respectful, and empathetic approach toward conversational agents in the digital landscape, and considering the cross-cutting and cross-cultural nature of the issue, the author prompts the need for further empirical research on the topic.