Chatbots in Hospitality: Decoding Tourist Behaviour Among Indian and Filipino Travelers

Abstract

The integration of artificial intelligence (AI) into customer service has revolutionized various industries, with the hospitality sector being a significant beneficiary. Among AI applications, chatbots have emerged as a vital tool for enhancing customer engagement and satisfaction. This chapter explores the role of chatbots in shaping tourist behavior, focusing on a comparative analysis between Indian and Filipino travelers. Utilizing quantitative analysis through SmartPLS (Partial Least Squares Structural Equation Modeling), this seeks to decode the intricate factors influencing tourist behavior and the effectiveness of chatbots in the hospitality sectors of India and the Philippines.