Application of artificial intelligence in companies in the tourism sector: the case of chatbots

Ramalho, P.; Fernandes, Paula Odete; Oliveira, J.; Lopes, Isabel Maria

http://hdl.handle.net/10198/29689

Use this identifier to reference this record.

Name:	Description:	Size:	Format:
proceedings ICOTTS.pdf		504.16 KB	Adobe PDF	Download

Send Feedback

Authors

Ramalho, P.

Fernandes, Paula Odete

Oliveira, J.

Lopes, Isabel Maria

Abstract(s)

Artificial Intelligence (AI) has significantly impacted various eco nomic sectors, including tourism. Chatbots, AI-powered software, have gained attention as conversational agents enabling immediate and interactive communi cation. While chatbots have been used for 24/7 customer support, their applica tions in the tourism industry have expanded. Companies now develop chatbots to enhance customer connections, offering personalized recommendations, such as restaurant suggestions, table reservations, and event tickets. Previous studies raised concerns about the linguistic similarity between chatbots and humans. However, recent advancements contradict these findings. Research, like Mélian Gonzáles's study, highlights how users expressing ideas understandably to bots affects their experience. Understanding user expectations is vital for effective chatbot utilization. This study investigates chatbot applications in tourism, iden tifying niches, implementation challenges, and user perceptions through surveys. Recommendations will be provided to enhance adoption and effectiveness in the tourism sector. The study aims to obtain valuable insights into chatbots' potential impact on tourism, identifying areas for improvement to optimize user experi ences. Applying chatbots “appropriately offers a competitive advantage to com panies and provides customers with efficient, personalized interactions” [1].

Keywords

Artificial intelligence Chatbots Tourism industry

URI

http://hdl.handle.net/10198/29689

Citation

Ramalho, P.; Fernandes, Paula Odete; Oliveira, J.; Lopes, Isabel Maria (2024). Application of artificial intelligence in companies in the tourism sector: the case of chatbots. In International Conference on Tourism, Technology and Systems, ICOTTS 2023. 383., p. 455-464. Bacalar