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Chatbot recommender systems in tourism: A systematic review and a benefit-cost analysis

Authors:

Mark Anthony Camilleri,

Ciro TroiseAuthors Info & Claims

ICMLT '23: Proceedings of the 2023 8th International Conference on Machine Learning Technologies

Pages 151 - 156

https://doi.org/10.1145/3589883.3589906

Published: 27 June 2023 Publication History

Abstract

This research is focused on the utilization of artificially intelligent (AI), customer service chatbots in travel, tourism and hospitality. Rigorous criteria were used to search, screen, extract and synthesize articles on conversational, automated systems. The results shed light on the most-cited articles on the use of “chatbots” and “tourism” or “hospitality”. The researchers scrutinize the extracted articles, synthesize the findings and outline the pros and cons of using these interactive technologies. This contribution implies that there is scope for tourism businesses to continue improving their online customer services in terms of their efficiency and responsiveness to consumers and prospects. For the time being, AI chatbots are still not in a position to replace human agents in all service interactions as they cannot resolve complex queries and complaints. However, works are in progress to improve their verbal, vocal and anthropomorphic capabilities to deliver a better consumer experience.

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Cited By

Bin Hossain MBinmad R(2024)The Analysis of Tourism Attitudes using Natural Language Processing Techniques: A Case of Malaysian TouristsAsian Health, Science and Technology Reports10.69650/ahstr.2024.115232:3(57-78)Online publication date: 18-Sep-2024
https://doi.org/10.69650/ahstr.2024.1152
Kaur MPandey UKaur A(2024)Leveraging AI for 24/7 SupportImpact of AI and Tech-Driven Solutions in Hospitality and Tourism10.4018/979-8-3693-6755-1.ch016(302-328)Online publication date: 30-Jun-2024
https://doi.org/10.4018/979-8-3693-6755-1.ch016
Karlapudi T(2024)A Perspective Study on the Role of AI on EI and Its Influence on EmployeesHuman Resource Strategies in the Era of Artificial Intelligence10.4018/979-8-3693-6412-3.ch004(79-108)Online publication date: 4-Oct-2024
https://doi.org/10.4018/979-8-3693-6412-3.ch004
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Chatbot recommender systems in tourism: A systematic review and a benefit-cost analysis

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ICMLT '23: Proceedings of the 2023 8th International Conference on Machine Learning Technologies

March 2023

293 pages

ISBN:9781450398329

DOI:10.1145/3589883

Copyright © 2023 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Published: 27 June 2023

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ICMLT 2023: 2023 8th International Conference on Machine Learning Technologies

March 10 - 12, 2023

Stockholm, Sweden

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Cited By

Bin Hossain MBinmad R(2024)The Analysis of Tourism Attitudes using Natural Language Processing Techniques: A Case of Malaysian TouristsAsian Health, Science and Technology Reports10.69650/ahstr.2024.115232:3(57-78)Online publication date: 18-Sep-2024
https://doi.org/10.69650/ahstr.2024.1152
Kaur MPandey UKaur A(2024)Leveraging AI for 24/7 SupportImpact of AI and Tech-Driven Solutions in Hospitality and Tourism10.4018/979-8-3693-6755-1.ch016(302-328)Online publication date: 30-Jun-2024
https://doi.org/10.4018/979-8-3693-6755-1.ch016
Karlapudi T(2024)A Perspective Study on the Role of AI on EI and Its Influence on EmployeesHuman Resource Strategies in the Era of Artificial Intelligence10.4018/979-8-3693-6412-3.ch004(79-108)Online publication date: 4-Oct-2024
https://doi.org/10.4018/979-8-3693-6412-3.ch004
Huang HTiangco JDu XTao JWu S(2024)Enhancing Tourist Experiences: Integrating ChatGPT and 360 VR Videos in Tourism and Tourist PsychologyAdvances in Tourism, Technology and Systems10.1007/978-981-99-9758-9_3(25-35)Online publication date: 15-Mar-2024
https://doi.org/10.1007/978-981-99-9758-9_3
Babu Reddy SKathpalia RSil RNag A(2024)Tourism Companion: Enhancing Travel Experiences with AI Chatbot and Soft ComputingSoft Computing in Industry 5.0 for Sustainability10.1007/978-3-031-69336-6_13(301-317)Online publication date: 16-Nov-2024
https://doi.org/10.1007/978-3-031-69336-6_13
Kontogianni AAlepis EVirvou MPatsakis CKontogianni AAlepis EVirvou MPatsakis C(2024)Artificial Intelligence in Smart TourismSmart Tourism–The Impact of Artificial Intelligence and Blockchain10.1007/978-3-031-50883-7_5(75-85)Online publication date: 2-Feb-2024
https://doi.org/10.1007/978-3-031-50883-7_5
Dekkal MArcand MProm Tep SRajaobelina LRicard L(2023)Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtechJournal of Financial Services Marketing10.1057/s41264-023-00230-y29:3(699-728)Online publication date: 25-Apr-2023
https://doi.org/10.1057/s41264-023-00230-y

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