Chatbot application to improve companies’ competitiveness in tourism sectors

Abstract

Chatbots can be used effectively to raise the competitiveness of tourism organizations and companies. The purpose of the research is offering best practices of adoption chatbots to companies in tourism factors. The research aims to observe the chatbots’ adoption in tourism sectors in hope of strengthening companies’ competitiveness and providing recommendation for better chatbots implementation in tourism. In previous research, the authors investigate chatbots performances in tourism’s business by assessment of each respective case study. Therefore, the big insights of objective phenomena or events are not analysed carefully. To fill this gap, the author examines chatbot’s adoption in more generated context. The methodology to conduct the study is qualitative method with semi-structured interviews associating with 6 experts in IT and Tourism. The inductive reasoning approach with explorer purpose helps to collect data to answer research questions and achieve thesis’s aim. The conclusion of the research offers the best practice for tourism practitioners and service providers into chatbots implementation for driving revenue and elevation of customer’s number.