Chatbots in Tourism Sector: Classification, Evolution, and Functionalities

Abstract

Nowadays, smart tourist destinations (STDs) increasingly use technology to manage interactions with tourists. Chatbots, supported by artificial intelligence (AI) and natural language processing (NLP) technology, have demonstrated greater capability and effectiveness in various conversational scenarios, offering assistance to tourists before, during, and after their visits. However, the effectiveness of chatbots can be improved, as these applications do not cover all tourism functionalities. This article proposes a new classification of chatbots, accompanied by an exhaustive study of their evolution. We used the Web of Science and Scopus databases to gather relevant papers using a specific search query. The results of our study are summarized in an exhaustive table, listing the different contexts in which chatbots are used, as well as the underlying technologies and techniques that power their functionalities. This study provides a comprehensive overview of advances and trends in the field of tourism chatbots, highlighting current failings and opportunities for future developments.