Applications of artificial intelligence in tourism and hospitality: a systematic literature review

Abstract

Artificial Intelligence (AI) has received special attention in the Tourism and Hospitality sector. The researchers of this paper conducted a systematic literature review, in thetimeframe from 1990 to October 2022, in three scientific databases: Scopus, Web of Science and Science Direct. This study allows the identification of the authors and relevant publicationsin the research area and to verify the applications that Artificial Intelligence has in Tourism and Hospitality. The main results reveal that the possibilities of application of AI in Tourism andHospitality are numerous and range from the use of robots for customer service delivery in thehotel and restaurant industry, to Chatbots and Messaging, to Business Intelligence tools powered by Machine Learning, to virtual reality and augmented reality, to the possibility of analysisof large databases. As a conclusion, we can say that the use of Artificial Intelligence in Tourismand Hospitality has already taken its first steps, but still has a lot of potential to develop and tobe at the service of an industry, which is "people to people", but that can be improved with its help.