Chatbots — an organisation’s friend or foe?
In recent years, the use of artificial intelligence has increased tremendously and the hospitality industry has not gone unaffected. Nowadays, chatbots, which simulate human conversations, are almost indispensable in the customer service branch of hospitality. Where organisations started rapidly wit...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2019-07-01
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| Series: | Research in Hospitality Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/22243534.2019.1689700 |
| _version_ | 1827774490758610944 |
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| author | Emma Carter Charlotte Knol |
| author_facet | Emma Carter Charlotte Knol |
| author_sort | Emma Carter |
| collection | DOAJ |
| description | In recent years, the use of artificial intelligence has increased tremendously and the hospitality industry has not gone unaffected. Nowadays, chatbots, which simulate human conversations, are almost indispensable in the customer service branch of hospitality. Where organisations started rapidly with the introduction of this new technology, they are now raising the question of whether or not this technological evolution is a good development for this industry. On the one hand, chatbots improve and accelerate customer service, saving time and labour costs. On the other hand, there are privacy and security concerns, lack of personality and lack of research resulting in errors and financial expenses. Presently, chatbots are seen as a technology to support human service, but due to rapid development this situation is open to change. |
| first_indexed | 2024-03-11T13:39:08Z |
| format | Article |
| id | doaj.art-26822121a4cd401387ae216522e77d3e |
| institution | Directory Open Access Journal |
| issn | 2224-3534 2415-5152 |
| language | English |
| last_indexed | 2024-03-11T13:39:08Z |
| publishDate | 2019-07-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Research in Hospitality Management |
| spelling | doaj.art-26822121a4cd401387ae216522e77d3e2023-11-02T13:54:03ZengTaylor & Francis GroupResearch in Hospitality Management2224-35342415-51522019-07-019211311610.1080/22243534.2019.16897001689700Chatbots — an organisation’s friend or foe?Emma Carter0Charlotte Knol1NHL Stenden University of Applied SciencesNHL Stenden University of Applied SciencesIn recent years, the use of artificial intelligence has increased tremendously and the hospitality industry has not gone unaffected. Nowadays, chatbots, which simulate human conversations, are almost indispensable in the customer service branch of hospitality. Where organisations started rapidly with the introduction of this new technology, they are now raising the question of whether or not this technological evolution is a good development for this industry. On the one hand, chatbots improve and accelerate customer service, saving time and labour costs. On the other hand, there are privacy and security concerns, lack of personality and lack of research resulting in errors and financial expenses. Presently, chatbots are seen as a technology to support human service, but due to rapid development this situation is open to change.http://dx.doi.org/10.1080/22243534.2019.1689700artificial intelligence (ai)chatbotshospitality industryhuman resource management (hrm) |
| spellingShingle | Emma Carter Charlotte Knol Chatbots — an organisation’s friend or foe? Research in Hospitality Management artificial intelligence (ai) chatbots hospitality industry human resource management (hrm) |
| title | Chatbots — an organisation’s friend or foe? |
| title_full | Chatbots — an organisation’s friend or foe? |
| title_fullStr | Chatbots — an organisation’s friend or foe? |
| title_full_unstemmed | Chatbots — an organisation’s friend or foe? |
| title_short | Chatbots — an organisation’s friend or foe? |
| title_sort | chatbots an organisation s friend or foe |
| topic | artificial intelligence (ai) chatbots hospitality industry human resource management (hrm) |
| url | http://dx.doi.org/10.1080/22243534.2019.1689700 |
| work_keys_str_mv | AT emmacarter chatbotsanorganisationsfriendorfoe AT charlotteknol chatbotsanorganisationsfriendorfoe |