An Insight to the Use of Robots in Hotels: Do Robots Meet the Expectations of Tourists?
Özet
The use of AI in travel and tourism sector has been progressing quiet
fastly. First, it was used to streamline marketing procedures, but in the
present, AI technology is having an impact on every element of
tourism, including welcoming visitors, providing for their
requirements, listening to them and making suggestions for better
decision-making which lead to enhancing personalisation,
customizing consumer recommendations, and ensuring quick
responses even when staff employees are not available (Dumitru,
2023). This study aims to investigate the impact of robot service on
tourists. For this purpose, 5 hotels serving with robots are chosen and
customer reviews on tripadvisor are analyzed with sentiment analysis.
The study results point out the drawbacks, positive, negative and
neutral reactions of the visitors by taking into consideration the
various visitors with different needs and perceptions. This study takes
attention to the impact of robots on tourists by analyzing their reviews.
Besides its various benefits and contributions, AI must be handled
carefully in tourism. The study results are expected to contribute to the
understanding of AI in hospitality.
