Consumer Acceptance towards AI-enabled Chatbots; case of Travel and Tourism Industries

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Aashiek Cheriyan, Rohit Kumar Sharma, Alwin Joseph, Shine Raju Kappil

Abstract

Various industries and service providers employ Artificial Intelligence-based intelligent tools to improve customer service. The systems aim to ease the work of humans employed by reducing the redundant tasks to support the customers more focused on their needs. Commonly used and widely accepted use of one such artificial intelligence system is chatbots. Chatbots have become the primary system where the users interact when the user needs to know some information from any customer support application. This paper aims to study the different types of chatbots and their usefulness based on their adoption in the travel and tourism industry. The paper reviews the survey results to identify the customer acceptance of chatbots in the travel and tourism industry. The study includes how the customers have accepted the AI-based chatbots and how well and efficiently the chatbots are helpful for the travel and tourism industry customers, as per the survey conducted among the IT industry professionals in the city of Pune, India, who are frequently using various online services to plan their vacation trips. From the study, we could identify that the majority of the respondents favored the use of AI-enabled agents and concluded that the AI agents enabled in the various websites and applications help them solve their queries and concerns and meet their customer requirements service. They also feel that using these technologies could serve their fears better. However, most of them concluded that the chatbots need to be more intelligent and keep learning about the various scenarios as they fail to provide the best solutions to the customers.

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