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Title: Chatbot recommender systems in tourism : a systematic review and a benefit-cost analysis
Authors: Camilleri, Mark Anthony
Troise, Ciro
Keywords: Artificial intelligence
Customer services
Online information services
Web sites
Machine learning
Conversation analysis
Human-computer interaction
Issue Date: 2023
Publisher: ACM Digital Library
Citation: Camilleri, M.A. &Troise, C. (2023). Chatbot recommender systems in tourism: A systematic review and a benefit-cost analysis. 8th International Conference on Machine Learning Technologies (ICMLT 2023), New York.
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.
ISBN: 9781450398336
Appears in Collections:Scholarly Works - FacMKSCC

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