TY - GEN
T1 - Artificial intelligence in tourism software solutions
T2 - 28th International Conference for the International Association of Management of Technology: Managing Technology for Inclusive and Sustainable Growth, IAMOT 2019
AU - Helgemeir, Tobias
AU - Cenzano, Carlos Hernández
N1 - Publisher Copyright:
© IAMOT 2019.
PY - 2019
Y1 - 2019
N2 - Artificial Intelligence (AI) used in the software industry has experienced great success during the last years. Especially emerging and technology affine markets in Asia and Latin America offer great opportunities for new AI solutions that support the customer. Additionally, to the technological development, there is also a growing demand in the tourism and hospitality industry. As a result, software companies specialized in the tourism and hospitality industry have started to adopt artificial intelligence in many different forms in their products. Especially in the tourism industry, customers require personalized service and are also highly emotional. As a consequence, the industry lives or dies on excellent service. Furthermore, there is a high pressure on prices, AI and automatization can help to offer tourism products and services for reasonable costs. However, AI software systems have become more and more complicated and society’s expectations regarding the capabilities and intelligence of such systems are also growing. That results in higher costs, higher difficulty levels and higher computational requirements tourism software companies have to cope with. For these reasons, the main goal of this research is to find sectors within the tourism industry in which AI software solutions are helpful for the travelers’ experience and also reasonable in efforts and costs for tourism software technology providers within a defined time horizon of 5 years. To get an impression of future developments, various foresight methods such as the Delphi method and a structural analysis were used. This paper elaborates on the practical opportunities and challenges to be faced by tourism software companies when developing AI software solutions and provides recommendations on how to deal with these challenges. The analysis shows that major improvements because of AI can be implemented in online travel agencies (OTAs) which are considered as the most important field for application of AI technology. Within this sector, chatbots, individual offers, mobile apps and social networks as a data source will improve travelers experience which leads consequently to an increase in revenues.
AB - Artificial Intelligence (AI) used in the software industry has experienced great success during the last years. Especially emerging and technology affine markets in Asia and Latin America offer great opportunities for new AI solutions that support the customer. Additionally, to the technological development, there is also a growing demand in the tourism and hospitality industry. As a result, software companies specialized in the tourism and hospitality industry have started to adopt artificial intelligence in many different forms in their products. Especially in the tourism industry, customers require personalized service and are also highly emotional. As a consequence, the industry lives or dies on excellent service. Furthermore, there is a high pressure on prices, AI and automatization can help to offer tourism products and services for reasonable costs. However, AI software systems have become more and more complicated and society’s expectations regarding the capabilities and intelligence of such systems are also growing. That results in higher costs, higher difficulty levels and higher computational requirements tourism software companies have to cope with. For these reasons, the main goal of this research is to find sectors within the tourism industry in which AI software solutions are helpful for the travelers’ experience and also reasonable in efforts and costs for tourism software technology providers within a defined time horizon of 5 years. To get an impression of future developments, various foresight methods such as the Delphi method and a structural analysis were used. This paper elaborates on the practical opportunities and challenges to be faced by tourism software companies when developing AI software solutions and provides recommendations on how to deal with these challenges. The analysis shows that major improvements because of AI can be implemented in online travel agencies (OTAs) which are considered as the most important field for application of AI technology. Within this sector, chatbots, individual offers, mobile apps and social networks as a data source will improve travelers experience which leads consequently to an increase in revenues.
KW - Artificial Intelligence
KW - Delphi Method
KW - Forecasting
KW - Service Automation
KW - Software Solutions
KW - Tourism
UR - http://www.scopus.com/inward/record.url?scp=85081108614&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85081108614
T3 - Managing Technology for Inclusive and Sustainable Growth - 28th International Conference for the International Association of Management of Technology, IAMOT 2019
SP - 134
EP - 142
BT - Managing Technology for Inclusive and Sustainable Growth - 28th International Conference for the International Association of Management of Technology, IAMOT 2019
A2 - Jain, Karuna
A2 - Sangle, Shirish
A2 - Gupta, Ruchita
A2 - Persis, Jinil
A2 - R., Mukundan
PB - Excel India Publishers
Y2 - 7 April 2019 through 11 April 2019
ER -