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The Evolution of Chatbots in Tourism: a Systematic Literature Review
Type of publication: Inproceedings
Citation:
Booktitle: Information and Communication Technologies in Tourism (ENTER 2021)
Year: 2021
Month: January
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.
Keywords: chatbots, eTourism, hospitality, tourism, Virtual Agents, Virtual Assistants
Authors Calvaresi, Davide
Ibrahim, Ahmed
Calbimonte, Jean-Paul
Schegg, Roland
Fragnière, Emmanuel
Schumacher, Michael
Added by: []
Total mark: 0
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