The Role of Chatbots in Tourism Development

The emergence of artificial intelligence in today's modern world is an undeniable force affecting every industry, including the tourism sector. A significant subfield in artificial intelligence is the rise of chatbots, which are transforming various aspects of how businesses interact with customers. Understanding the changes that chatbots are likely to bring to the tourism industry is not only fascinating but also essential for future developments. Therefore, this study aims to analyze the role of chatbots in enhancing tourism by reviewing existing research within this area. A rigorous selection process was employed, and 23 articles were chosen from an initial pool of 134 articles identified in reputable scientific databases, based on predetermined screening criteria. The findings indicate that previous studies recognize chatbots as effective tools in various dimensions of the tourism industry, including tourism services, human resources, research and education, tourist experiences, customer service, and marketing and advertising. Furthermore, the study identifies the factors influencing the willingness to adopt chatbots in tourism, along with the challenges and advantages of utilizing this technology. These insights can inform policymakers to develop more effective strategies for integrating new technologies. Overall, this research contributes to a deeper understanding of the impactful role chatbots can play in shaping the future of tourism and elevating the quality of services offered to travelers.

The Role of Chatbots in Tourism Development Keywords:

Tourism , Artificial Intelligence , Chatbots , Systematic Review