TY  - CONF
T1  - The Evolution of Chatbots in Tourism: a Systematic Literature Review
A1  - Calvaresi, Davide
A1  - Ibrahim, Ahmed
A1  - Calbimonte, Jean-Paul
A1  - Schegg, Roland
A1  - Fragnière, Emmanuel
A1  - Schumacher, Michael
TI  - Information and Communication Technologies in Tourism (ENTER 2021)
Y1  - 2021
M2  - doi: https://doi.org/10.1007/978-3-030-65785-7_1
KW  - chatbots
KW  - eTourism
KW  - hospitality
KW  - tourism
KW  - Virtual Agents
KW  - Virtual Assistants
N2  - 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.
ER  -