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Leveraging AI for 24/7 Support: A Guide to Implementing Intelligent Chatbots in the Hotel Industry
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Author(s): Mandeep Kaur (Lovely Professional University, India), Uma Pandey (Lovely Professional University, India)and Amandeep Kaur (Lovely Professional University, India)
Copyright: 2024
Pages: 27
Source title:
Impact of AI and Tech-Driven Solutions in Hospitality and Tourism
Source Author(s)/Editor(s): Mohammad Badruddoza Talukder (International University of Business Agriculture and Technology, Bangladesh), Sanjeev Kumar (Lovely Professional University, India)and Pankaj Kumar Tyagi (University Institute of Tourism and Hospitality Management, Chandigarh University, Mohali, India)
DOI: 10.4018/979-8-3693-6755-1.ch016
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Abstract
Throughout the post-pandemic period, the hospitality and tourism industry has experienced phenomenal growth in the number of customers with a growing need for excellent customer service. In the tourism and hospitality industry, customer service may be revolutionized in the hotel business by implementing chatbots. These AI chatbots increase client trust through customization, anonymity, and empathetic answers. Their advantages, including contextual awareness and natural language processing, are revolutionizing how consumers look for information and make decisions. Their perceived usefulness, humor, and ease of use are key criteria that make them preferable. AI chatbots positively affect consumer behavior by raising the caliber of interactions and willingness to pay for hotel services. For example, KLM Royal Dutch Airlines uses a chatbot named Blue-Bot to answer questions about booking, boarding, and other travel-related inquiries; the City of San Francisco uses a chatbot called Muni Bot to provide information about public transportation options; Hilton Hotels uses a chatbot to answer questions about reservations, amenities, and other hotel-related inquiries. Understanding these aspects and successfully utilizing AI technologies will enable hotels to improve client experiences, offer round-the-clock assistance, and expedite service delivery in the hospitality sector. Therefore, this chapter is aimed at examining the current uses and obstacles associated with Chatbots, implementing generative artificial intelligence (AI) and other related symbols as well as suggesting a roadmap for potential research under this area.
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