%Aigaion2 BibTeX export von HES SO Valais Publications
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@INPROCEEDINGS{,
     author = {Calvaresi, Davide and Ibrahim, Ahmed and Calbimonte, Jean-Paul and Schegg, Roland and Fragni{\`{e}}re, Emmanuel and Schumacher, Michael},
   keywords = {chatbots, eTourism, hospitality, tourism, Virtual Agents, Virtual Assistants},
      month = jan,
      title = {The Evolution of Chatbots in Tourism: a Systematic Literature Review},
  booktitle = {Information and Communication Technologies in Tourism (ENTER 2021)},
       year = {2021},
        doi = {https://doi.org/10.1007/978-3-030-65785-7_1},
   abstract = {In the last decade, Information and Communication Technologies have revolutionized the tourism and hospitality sector. One of the latest innovations shaping new dynamics and fostering a remarkable behavioral change in the interaction between the service provider and the tourist is the employment of increasingly sophisticated chatbots. This work analyzes the most recent systems presented in the literature (since 2016) investigated via 12 research questions. The often appreciated quick evolution of such solutions is the primary outcome. However, such technological and financial fast-pace requires continuous investments, upskilling, and system innovation to tackle the eTourism challenges, which are shifting towards new dimensions.}
}