The aim of this review is to understand how customer experience is enhanced with usability and responsiveness of AI based chatbots, while the objective here is to underline the research methodologies, while reflecting on the role of theory, epistemology, ontology and axiology in interpreting and shaping research. As is evidenced through the review of literature, there are ample studies that have been carried out in this domain regarding the usability and responsiveness of AI chatbots on online customer experience, several gaps have emerged during this review. One of the major gaps in this direc-tion would be chatbots falling short to meet customer expectations due to miscommunication or inabilities in understanding customer queries. Also studies conducted in the past have focused largely on technology, there is a need to investigate value-additions provided by chatbots from customers’ point of view. Other gaps would refer to lack of empathy, social capabilities and also the variation across industries in terms of chatbot adoption by customers. These factors warrant further research.