Adoption of AI Based Chatbot by Tourism Industry in Ahmedabad City

Abstract

The study clarifies the situation from both the perspective travel agents and tourist too. How they have adopted AI based chatbots for travelling industry or willingness to adopt such AI based chatbots. Chatbots are the latest innovative medium between travel agents and tourists in the tourism industry. Overall purpose of the study is to explore the adoption of AI based chatbots in tourism industry. The survey has been conducted in local areas of Ahmedabad city. Expedia is one of the best examples of using chatbots for their tourists. Convenient sampling method has been used to collect the data. In this study, 196 Respondents were approached and, among them, 144 Respondents were willing to answer the questionnaire. Research has been done based on Personal interview with 15 employees working at managerial or CEO level in tourism industry and their answer has been recorded. The study has conducted Chi Square and Correlation test. The normality of the data has been tested to conduct the non-parametric tests. Major findings of the study are that (i) There is a positive relationship between trust on chatbots and adding chatbot consent on travel agent’s website. (ii)Instant information, time saving, accurate answer are the factors that drives tourist to use chatbots for travel industry. (iii) The study has proven that there is association in Chatbot users and factors drives to use chatbots. The study has been concluded that currently tour operators has challenges in their industry like had a limited team if they use chatgpt or chatbot then they can take customer reviews through Chatbot and it will make easy their work. Many local travel agents are not using chatbots but they are willing to use chatbots for their customers rather than using traditional telephonic conversation.

Keywords: AI Based Chatbots, Tourist, Tourism Industry, ChatGPT, Trust for Chatbots, Chatbot Users

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