Análisis de los sistemas de diálogo Chatbot en destinos turísticos inteligentes.

Identifier:  TDX:3980

Handle: https://hdl.handle.net/20.500.11797/TDX3980

Authors:  Orden Mejia, Miguel

Abstract:
Chatbot apps are disrupting the tourism industry, especially in smart destinations. It is a conversational technology based on neural network algorithms that allow human-machine interaction through the natural language of voice or data. Several studies have focused on the design of the system. However, few investigations have identified user satisfaction with the tool, the impact on the formation of the destination's image, and the intentions of future behavior of the tourist. This doctoral thesis evaluates the chatbots used by smart destinations for communication with tourists. The results show that informativeness, empathy, accessibility, and interactivity are the attributes that measure the quality of destination chatbots and are essential factors in user satisfaction, the image of the destination, and the intention to visit the destination. Theoretical and practical implications of the adoption of this technology are discussed.