<![CDATA[Chatbots have significantly evolved through innovations in anthropomorphic design features and artificial intelligence (AI), enabling them to assist users across various sectors and activities. However, inappropriate or incompatible anthropomorphic features can reduce user trust and lead to unmet expectations. This study presents a systematic literature review (SLR) following the Kitchenham approach to investigate the influence of anthropomorphic features on chatbots. The literature search was conducted for studies published between 2020 and 2025. The studies were identified using Publish or Perish as a supporting tool to retrieve records from Google Scholar and Scopus, while additional studies were identified through EBSCO and Wiley Online Library. The findings indicate that anthropomorphic design features influence user trust through two primary perspectives: emotional and cognitive. Furthermore, user trust in chatbots with anthropomorphic design features has three positive outcomes. The first is user engagement, the second is user satisfaction, and the third is loyalty and future intention. However, one notable negative consequence is the uncanny valley phenomenon. The findings also reveal that elements such as chatbot personification and communication style play important roles in building user trust. In addition, the integration of brand credibility and AI-supported capabilities into chatbot design influences user expectations, which subsequently affects trust in chatbots. The appropriate application of anthropomorphic design features, combined with the effective use of artificial intelligence, can help manage and align user expectations more effectively.]]>
