Integrating the Chatbot Technology as One of the Applications of Artificial Intelligence to Enhance Services in the Hospitality and Tourism Sector
Keywords:
Chatbots, Artificial Intelligence, Tourism, Hospitality
Abstract
The study aims to provide a theoretical framework, for the role that chatbot technology play in developing and improving services in the hospitality sector in particular, which is considered one of the most important and most influential sectors on the economy.Beginning with presenting concepts about the various study variables of hospitality and tourism sector then providing definitions of chatbot technology, Artificial intelligence and their contributions to improve services of the tourism and hospitality sector.
The study found out that chatbot technology has contributed greatly to changing the concepts associated with customer service in general by introducing non-human ways to communicate with the customers and meet their needs in light of the modernization that the world is heading towards now and in the future.
References
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• Akerkar, r. (2019). artificial intelligence for business. springer.
• Alhumoud, s., & al, e. (2018). arabic chatbot survey. int.j.adv.comp.sci.appl , 535-541.
• Buhalis, d., & cheng, e. s. (2020). Exploring the use of chatbots in hotels: technology providers’ perspective. Information and Communication Technologies in Tourism 2020 (pp. 231-242). Springer, Cham.
• Calvaresi, d., & al, e. The Evolution of Chatbots in Tourism: A Systematic Literature Review. Information and Communication Technologies in Tourism 2021 (pp. 3-16). springer.
• Danijel, l. l., & al, e. (2014). the business implications of chtbots. the 8th International Conference on Mass Customization and Personalization–. UNIVERSITY OF NOVI SAD–FACULTY OF TECHNICAL SCIENCES DEPARTMENT OF INDUSTRIAL ENGINEERING AND MANAGEMENT, (p. 207). Serbia.
• Ina. (2021, march). the history of chatbot . Retrieved octobre 13, 2021, from onlim.com: https://onlim.com/en/the-history-of-chatbots/.
• Insight.com. (n.d.). digital-innovation. Retrieved novembre 21, 2021, from insight.com: https://www.insight.com/en_US/what-we-do/digital-innovation/services/conversational-agents.html
• Iio, h. n., & lee, c. b. (2018). Understanding the Adoption of Chatbot. Future of Information and Communication Conference (pp. 632-643). Springer, Cham.
• Ivanov, s., & webster, c. (2017, octobre 19-21). Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies–a cost-benefit analysis. sofia university.
• Kotler, p., & al, e. (2021). marketing 5.0 technology for humanity. wiley & sons.
• Marketsandmarkets.com. (2020). Chatbot Market by Component. Retrieved novembre 21, 2021, from marketsandmarkets.com: https://www.marketsandmarkets.com/Market-Reports/smart-advisor-market-72302363.html?gclid=Cj0KCQiA-eeMBhCpARIsAAZfxZC1AH0xWKKk_XZWm01_CMr0EhWWb_9aGKcKLwfZGTuRpGkdHxdBbxAaAn74EALw_wcB
• Moran, m. (2021, novembre 26). 25 Top Chatbot Statistics For 2021: Usage, Demographics, Trends. Retrieved aout 17, 2021, from startupbonsai.com: https://startupbonsai.com/chatbot-statistics/
• Mozafira, n. w., & al, e. (2021). Trust me, I'm a bot–repercussions of chatbot disclosure in different service frontline settings. Journal of Service Management .
• Patterson, b. (2020, decembre 08). Inside the Fourth Edition of the “State of Service” Report . Retrieved novembre 21, 2021, from salesforce.com: https://www.salesforce.com/resources/articles/state-of-service-inside-customer-service-trends/
• Radziwill, n., & benton, m. (2017). Evaluating quality of chatbots and intelligent conversational agents. arXiv preprint arXiv:1704.04579 .
• Reitknecht, r. (2020, april 7). The Rise of Chatbots in Hospitality for Revamping the Guest Experience. Retrieved septembre 15, 2021, from hospitalitynet.org: https://www.hospitalitynet.org/opinion/4097986.html
• Touni, r., & al, e. (2020). The application of Robots, Artificial Intelligence, and Service Automation in the Egyptian Tourism and Hospitality Sector (Possibilities, Obstacles, Pros, and Cons. Journal of Association of Arab Universities for Tourism and Hospitality , 19 (03), 269-290.
• Ukpabi, d., & al, e. (2019). Chatbot adoption in tourism services: A conceptual exploration. In s. Ivanov, & c. Webster, Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality (pp. 105-121). Bingley: emerald publishing.
• Um, t., & al, e. (2020). How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services? Sustainability , 12 (12), 5119.
• UNWTO. (2021, novembre 15). together are we stronger. Retrieved from https://www.unwto.org/
• احمد الصالح سباع، و و اخرون. (2018). تطبيق استراتيجيات الذكاء الاصطناعي على المستوى الدولي (الامارات العربية المتحدة نموذجا). مجلة الميادين الاقتصادية (01)، 31-44.
• اسماء احمد خلف حسن. (مارس, 2020). السيناريوهات المقترحة لدور الذكاء الاصطناعي في دعم المجالات البحثية والمعلوماتية بالجامعات المصرية. مجلة مستقبل التربية العربيية .
• الان بونييه. (1993). الذكاء الاصصطناعي واقعه ومستقبله. (علي صبري فرغلي، المترجمون) الكويت: المجل الوطني للثقافة والفونون والاداب.
• خليل سمير شمطو. (2016). الادارة الفندقية بين النظرية والتطبيق (الإصدار 1). كربلاء العراق: مركز كربلا للدراسات والبحوث.
• نصر الدين سالمي، و كمال بن دهقل. (2020). دور الذكاء الاصطناعي في عملية تخطيط المنتج في شركة الاتصالات ooredoo الجزائر. مجلة العلوم الاقتصادية والتسيير والعلوم التجارية جامعة المسيلة (24).
Published
2022-06-05
How to Cite
malki, oumelkheir, & chenini, abderrahim. (2022). Integrating the Chatbot Technology as One of the Applications of Artificial Intelligence to Enhance Services in the Hospitality and Tourism Sector. Journal of Excellence for Economics and Management Research, 6(1), 341-358. https://doi.org/10.34118/jeemr.v6i1.3582
Issue
Section
Original Article
