Exploring the facets of chatbots and automation in tourism with special reference to ChatGPT
This chapter examines the role of chatbots, specifically ChatGPT, in the tourism industry, focusing on their influence on employment opportunities and job roles. It evaluates both the positive and negative impacts of chatbots on various aspects of tourism job roles, emphasizing their potential to enhance efficiency and customer satisfaction while acknowledging concerns regarding job displacement and diminished human interaction. Additionally, the study explores the benefits and drawbacks of automation in the tourism sector, highlighting its potential to streamline operations and improve productivity while also addressing challenges such as technical issues and the need for workforce upskilling. Furthermore, the chapter discusses strategies for upskilling the tourist workforce to effectively navigate the increasing automation in the industry and mitigate potential job losses. Lastly, the ethical implications of using ChatGPT in the tourism sector are examined, emphasizing the importance of responsible implementation to ensure fairness and human-centric values in tourism experiences. 2024, IGI Global. All rights reserved.
AI Innovations in Service and Tourism Marketing, pp. 411-428.
Jose S., Christ University, India; Mohanty P., Christ University, India