UX OPTIMIZATION IN DIGITAL WORKPLACE SOLUTIONS: AI TOOLS FOR REMOTE SUPPORT AND USER ENGAGEMENT IN HYBRID ENVIRONMENTS

Abstract

The evolving structure of the modern workplace—driven by hybrid work models and remote collaboration—has necessitated a redefinition of User Experience (UX) frameworks in digital enterprise ecosystems. In this context, Artificial Intelligence (AI) has emerged as a pivotal enabler for enhancing UX by facilitating intelligent, adaptive, and personalized interactions across distributed digital environments. This study presents a comprehensive systematic literature review examining how AI-driven tools such as chatbots, recommendation engines, emotion-aware systems, and context-aware automation contribute to UX optimization in digital workplaces. Drawing on 87 peer-reviewed articles published between 2010 and 2024, and employing the PRISMA 2020 methodology, the review synthesizes empirical and theoretical insights across key themes, including AI-powered remote support, personalized interfaces, intelligent user guidance, and emotional intelligence integration in hybrid systems. The findings reveal that AI enhances UX at multiple levels: (1) by automating routine support functions to reduce user friction and improve response accuracy; (2) through adaptive personalization based on user behavior, roles, and preferences; (3) by enabling emotional intelligence features that detect and respond to user moods, stress, and disengagement; and (4) through real-time contextual adaptations that adjust interfaces based on environmental cues. AI systems integrated into platforms such as Microsoft Teams, Zoom, Slack, Salesforce, and Google Workspace were found to improve usability, satisfaction, and task efficiency while supporting digital wellbeing. Additionally, trust and transparency emerged as critical UX factors in AI adoption, emphasizing the importance of explainable AI and user autonomy in interface design. This review contributes to the evolving discourse on human-centered AI by framing UX not just as a functional outcome but as a multi-dimensional construct shaped by affective, cognitive, and behavioral interactions across AI-augmented platforms. By analyzing the convergence of AI technologies and UX principles in enterprise settings, the study provides a structured framework for designing adaptive, inclusive, and ethically aligned digital work environments. The synthesis also identifies gaps in longitudinal evaluations, emotional diversity modeling, and cross-cultural personalization strategies, offering directions for future empirical and design-focused research in AI-powered UX. Ultimately, this review underscores the transformative impact of AI in redefining the contours of user interaction, engagement, and satisfaction within the digital workplace paradigm.