Chatbotlar: Gelişimi, Sınıflandırılması ve Konaklama İşletmelerinde Kullanımı Üzerine Bir İnceleme (Chatbots: A Review of Their Development, Classification and Use in Accommodation Businesses)
DOI:
https://doi.org/10.21325/jotags.2025.1591Keywords:
Chatbot, Tourism, Accommodation businesses, HotelAbstract
Although the idea of interacting with a computer dates back a long time, the revolutionary developments in technology have made this interaction possible today. It can be expressed that chatbots, whose areas of use have expanded with the advances in artificial intelligence and natural language processing (NLP), have begun to be widely used in the tourism sector along with other sectors. The main aim of the study is to examine the concept of chatbots and explore its areas of use in accommodation businesses. The study have characteristics of traditional compilation. The milestones in the historical development of chatbots and the technologies that form the basis for their classification in parallel with this historical development are explained in the research. The advantages provided by chatbots have been examined from the viewpoint of both guests and management. Advantages from the viewpoint of the guest; it is associated with being accessible 24/7, multilingual support, personalized guest experiences, increasing guest satisfaction and loyalty, reducing guest stress, and performing faster reservation and sales transactions. The advantages for businesses can generally be summarized as optimizing business processes to use resources more efficiently and improving customer services. Otherwise, the study concluded that the use of this technology in accommodation businesses is in its infancy and is rapidly spreading.
References
Adamopoulou E., ve Moussiades, L. (2020a). Chatbots: History, technology, and applications. Machine Learning with Applications, 2, 100006, 1-18.
Adamopoulou E., ve Moussiades, L. (2020b). An overview of chatbot technology. Artificial Intelligence Applications and Innovations, 584, 373-383.
Aggarwal M., ve Madhukar M. (2017). IBM’S Watson Analytics for Healthcare: A Miracle Made True. In: C. M. Bhatt ve S. K. Peddoju (Eds.), Cloud computing systems and applications in healthcare (pp.117-134). IGI Global.
Akia (2024). Install web chat. https://api.akia.com/docs/webchat
Al-Amin, M., Shazed Ali, M., Salam, A., Khan, A., Ali, A., Ullah, A., Alam, N., ve Chowdhury, S. K. (2024). History of generative Artificial Intelligence (AI) chatbots: Past, present, and future development. arXiv.
Alexa (2024). Customer success stories. https://developer.amazon.com/en-US/alexa/alexasmartproperties/customersuccess
Alexa (2024). What is Alexa, https://developer.amazon.com/
Al-Hyarı, H. S., Al-Smadı, H. M., ve Weshah, S. R. (2023). The impact of Artificial Intelligence (AI) on guest satisfaction in hotel management: An empirical study of luxury hotels. GeoJournal of Tourism and Geosites, 48(2), 810-819.
Allouch, M., Azaria, A., ve Azoulay, R. (2021). Conversational agents: Goals, technologies, vision and challenges. Sensors, 8448, 1-48.
Alotaibi, R. A., Alharthi, A. H. ve Almehamdi, R. (2020). AI chatbot for tourism recommendations a case study in the city of Jeddah, Saudi Arabia. International Journal of Interactive Mobile Technologies, 14 (19), 18-30.
Amilon, M. (2015). Chatbot with common-sense database. (Bitirme Tezi). Royal Institute of Technology in Computer Science, Stockholm, Sweden.
Andre, D. (2024). Checking in with AI: How chatbots are transforming the hotel experience. https://www.allaboutai.com/resources/how-chatbots-are-transforming-the-hotel-experience
Anita, T. L., Muslikhin, M. Zulkarnain A., ve Wiyana T. (2023). Enhancing customer satisfaction in hotel industry through chatbot as e-services agent and communication credibility. 6th International Seminar on Research of Information Technology and Intelligent Systems (ISRITI), Batam, Indonesia, 14-19.
Arçelik (2018). 2018 Faaliyet Raporu https://www.arcelikglobal.com/media/4603/_faaliyet_raporu-18.pdf
Arsenijevic, U., ve Jovic, M. (2019). Artificial intelligence marketing: Chatbots. 2019 International Conference on Artificial Intelligence: Applications and Innovations (IC-AIAI).
Asksuite (2024). Our story. https://asksuite.com/about/
Benaddi, L., Ouaddi, C., Souha, A., Jakimi A. ve Ouchao, B. (2024). Chatbots in tourism sector: Classification, evolution, and functionalities. IEEE 12th International Symposium on Signal, Image, Video and Communications (ISIVC), Marrakech, Morocco, 1-6.
Bhat, H. R., Lone, T. A., ve Paul, Z. M. (2017). Cortana-intelligent personal digital assistant: A review. International Journal of Advanced Research in Computer Science, 8(7), 55-57.
Bookboost (2024a). Do you want to transform hospitality?. https://bookboostab.teamtailor.com/
Bookboost (2024b). Chatbot. https://www.bookboost.io/chatbot
Camilleri, M, ve Troise, C. (2023). Claims chatbot recommender systems in tourism: A systematic review and a benefit-cost analysis. ICMLT 23: Proceedings of the 2023 8th International Conference on Machine Learning Technologies, 151-156.
Canary Technologies (2024). https://www.canarytechnologies.com
Carreirão, P. (2023). Asksuite wins three awards by HotelTechReport including people’s choice awards. https://hoteltechreport.com/news/asksuite-2023-hoteltechawards
Cecilia.ai (2024a). The first interactive bartender. https://cecilia.ai/
Cecilia.ai (2024b). AI mixologist now tends bar at Wyndham Orlando https://cecilia.ai/blog/AI%20bartender%20now%20tends%20bar%20at%20Wyndham%20Orlando
Cheng, X., Zhang, X., Cohen, J., ve Mou, J. (2022). Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms. Information Processing ve Management, 59(3), 102940.
Cheng, X., Bao, Y., Zarifis, A., Gong, W., ve Mou, J. (2021). Exploring consumers’ response to text-based chatbots in e-commerce: the moderating role of task complexity and chatbot disclosure. Internet Research, 32(2), 496-517.
Cherednichenko, O., ve Fahad, M. (2023). Recommender chatbot as a tool for collaborative business intelligence in tourism domain. 2nd Workshop on Personalization and Recommender Systems. 604-611.
Church, B. (2023). 5 types of chatbot and how to choose the right one for your business. https://www.ibm.com/think/topics/chatbot-types#What+are+the+different+types+of+chatbot%3F
Cloudbeds (2024). https://www.cloudbeds.com
Deshpande, A. V., Maheshwari, Y. R., Verma,Y. R., Pawde,Y. A. Nalawade,Y. S., ve diğ. (2023). Trip planning and recommendation system with AI chatbot. International Journal of Scientific Research in Engineering and Management, 7(11), 1-5.
Dimitrios, B. ve Yen, E. C. S. (2020). Exploring the use of chatbots in hotels: Technology providers’ perspective. In: Julia Neidhardt ve Wolfgang Wörndl (Eds.), Information and communication technologies in tourism 2020, Proceedings of the International Conference in Surrey, United Kingdom, January 08-10 (pp.231-242). Springer.
Duve (2024). We are Duve. https://duve.com
Elphick, D. (2024). How travel technology is changing for hotels. https://www.siteminder.com/r/travel-technology/
Etail (2024). How the cosmopolitan of Las Vegas’ Sassy chatbot Rose is driving engagement, satisfaction, revenue, and direct bookings. https://etailwest.wbresearch.com/blog/cosmopolitan-las-vegas-chatbot-strategy-driving-engagement
Franzen, C. (2024a). What OpenAI’s new o1-preview and o1-mini models mean for developers. https://venturebeat.com/programming-development/what-openais-new-o1-preview-and-o1-mini-models-mean-for-developers
Franzen, C. (2024b). What o1 does better than GPT. https://venturebeat.com/ai/forget-gpt-5-openai-launches-new-ai-model-family-o1-claiming-phd-level-performance
Fu, C., Zhang, R., Lin, H., Wang, Z., Gao, T., Luo, Y., ve diğ. (2023). A challenger to GPT-4V? Early Explorations of Gemini in Visual Expertise. https://arxiv.org/abs/2312.12436
Gaikwad, S. (2019). Chatbots with personality using deep learning. Master’s Projects 678, San José State University.
Gobiet, M. (2024). The history of chatbots-from ELIZA to ChatGPT. https://onlim.com/en/the-history-of-chatbots
Guestnet (2024a). Personalized guest experience. https://www.guest.net/en
Guestnet, (2024b). DialogShift. https://www.guest.net/en/integration/dialogshift
Gunawan, A. A. S., Gosjen, D. I., Haryadi, K. H., Nicholas, M. P. A., ve Saputri, H. A, (2023). Development of voice chatbot for e-concierge system of front office hotel. International Seminar on Application for Technology of Information and Communication (iSemantic), Semarang, Indonesia, 307-311.
Hamed, R. A. (2021). Egyptian millennial travellers’ willingness to adopt and use travel chatbots: an exploratory study. Journal of Association of Arab Universities for Tourism and Hospitality, 21(1), 49-69.
HiJiffy (2024). https://www.hijiffy.com/about
Hill, J., Ford, W. R., ve Farreras, I. G. (2015). Real conversations with artificial intelligence: A comparison between human–human online conversations and human-chatbot conversations. Computers in Human Behavior, 49, 245-250.
Hollander, J. (2023). Smart hotels: What are smart hotels and what technology do they use? https://hoteltechreport.com/news/smart-hotels
Hoteltech Report (2024). https://hoteltechreport.com/marketing/hotel-chatbots
Huang, J., Zhou, M., ve Yang D. (2017). Extracting chatbot knowledge from online discussion forums. Proceedings of the 20th International Joint Conference on Artificial Intelligence (IJCAI), 423-428.
Imran, M., ve Almusharraf, N. (2024). Google Gemini as a next generation AI educational tool: A review of emerging educational technology. Smart Learning Environments, 11(1), 1-8.
İcibot (2024). Kişiselleştirin, etkileşime geçin, excel: Otelinizin müşteri hizmetlerini unutulmaz bir deneyime dönüştürmek için şimdi icibot’a bağlanın!. https://icibot.com/tr/luks-oteller
Jabberwacky.com (2024). About the Jabberwacky AI. http://jabberwacky.com/j2about
Jiménez-Barreto, J., Rubio, N., ve Molinillo, S. (2021). Find a flight for me, Oscar! Motivational customer experiences with chatbots. International Journal of Contemporary Hospitality Management, 33(11), 3860-3882
Johnson, S. (2024). Flexkeeping assistant: The first AI assistant for multilingual hotel teams. https://flexkeeping.com/product-news/flexkeeping-assistant
Karlıklı, U. (2017). Chatbotların tahminimizden daha eski tarihi. https://lechatbot.com/chatbot-tarihi-ca9f90f68984
Khan R., ve Dash A. (2018). Build Better Chatbots. Apress.
Khan, A., Hamid, A. B. A., Saad, N. M., Hussain, Z., ve Arif, A. R. (2023). Effectiveness of artificial intelligence in building customer loyalty: Investigating the mediating role of chatbot in the tourism sector of Pakistan. International Journal of Academic Research in Business and Social Sciences,13(9), 657-671
Klopfenstein, L., Delpriori, S., Malatini, S.ve Bogliolo, A. (2017). The rise of bots: A survey of conversational interfaces, patterns, and paradigms. In Proceedings of The 2017 Conference on Designing İnteractive Systems (pp.555-565).
Kovacevic, S., Popovic, T., Jovovic, I., Cakic S., ve Babic, D. (2024). Hotel chatbot receptionist for smart hospitality. 28th International Conference on Information Technology (IT), Zabljak, Montenegro, 1-4.
Kucherbaev, P., Bozzon, A., ve Houben, G. J. (2018). Human-aided bots. IEEE Internet Computer Society, 36-43.
Kumar, A., Tejaswini, P., Nayak, O., Kujur, A. D., Gupta, R., Rajanand, A., ve Sahu, M. (2022). A Survey on IBM Watson and its services. AICES-2022 Journal of Physics: Conference Series 2273, IOP Publishing. 1-15.
Laosen, N., Laosen, K., ve Sriprasert, P. (2024). Development of AI chatbot for tourism promotion: A case study in Ranong and Chumphon, Thailand. 21st International Joint Conference on Computer Science and Software Engineering (JCSSE), Phuket, Thailand, 224-231.
Lı, L., Lee, K. Y., Emokpae, E. Y., ve Yang, S.B. (2021). What makes you continuously use chatbot services? Evidence from Chinese online travel agencies. Electronic Markets, 31(3), 575-599.
Lino, P. M. D. B. (2018). Travel booking chatbot. Mestrado Integrado em Engenharia Eletrotécnica e de Computadores Faculdade De engenharıa Da Universidade Do Porto. (Bütünleşik Yüksek Lisans Tezi).
Lopatovska, I., Rink, K., Knight, I., Raines, K., Cosenza, K., Williams, H., Sorsche, P., Hirsch, D., Li, Q., ve Martinez, A. (2019). Talk to me: Exploring user interactions with the Amazon Alexa. Journal of Librarianship and Information Science, 51(4), 984-997.
Lukanova, G., ve Ilieva, G. (2019) Robots, Artificial İntelligence and Service Automation in Hotels. In S. Ivanov ve C. Webster (Eds.), Robots, artificial intelligence, and service automation in travel, tourism, and hospitality (pp. 157-183). Emerald Publishing Limited.
Marriot International (2017). Marriott International’s AI-powered chatbots on Facebook Messenger and Slack, and Aloft’s ChatBotlr, simplify travel for guests throughout their journey. https://news.marriott.com/news/2017/09/28/marriott-internationals-ai-powered-chatbots-on-facebook-messenger-and-slack-and-alofts-chatbotlr-simplify-travel-for-guests-throughout-their-journey
Mauldin, M. L. (1994). ChatterBots, TinyMuds, and the Turing Test: Entering the Loebner Prize Competition. Proceedings of the Twelfth National Conference on Artificial Intelligence, 16-21.
Maurya, A., Kumar, A., ve Alimohammadi, D. (2023). Application of Google Lens to promote information services beyond the traditional techniques. Qualitative and Quantitative Methods in Libraries (QQML), 12 (1), 111-136.
Melián-González, S., Gutiérrez-Taño, D., ve Bulchand-Gidumal, J. (2021). Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, 24(2), 192-210.
Microsoft (2024). End of support for Cortana. https://support.microsoft.com/en-us/topic/end-of-support-for-cortana-d025b39f-ee5b-4836-a954-0ab646ee1efa
Miller, D. (2016). Radisson Blu Edwardian guests can text “Edward” for intelligent assistance. https://opusresearch.net/2016/04/12/radisson-blu-edwardian-guests-can-text-edward-for-intelligent-assistance/
Molnár, G., ve Zoltán, S. (2018). The role of chatbots in formal education. IEEE 16th International Symposium on Intelligent Systems and Informatics.
Mordor Intelligence (2024). North America chatbot market size ve share analysis-growth trends ve forecasts (2024-2029). https://www.mordorintelligence.com/industry-reports/north-america-chatbot-market
Naik, I., Naik, D., ve Naik, N. (2024). Demystifying The Working, Types, Benefits and Limitations of Chatbots. In Nitin Naik, Paul Jenkins, Paul Grace, Longzhi Yang ve Shaligram Prajapat (Eds.) Advances in computational intelligence systems (pp. 558-566). Springer.
Nica, I., Tazl, O. A., ve Wotawa, F. (2018). Chatbot-based tourist recommendations using model-based reasoning. Configuration Workshop, Graz, Austria, 25-30.
Nimavat K., ve Champaneria T. (2017). Chatbots: An overview types, architecture, tools and future possibilities. IJSRD-International Journal for Scientific Research ve Development, 5(7), 1019-1024.
OpenAI (2024). Hello GPT-4o. https://openai.com/index/hello-gpt-4o
Orden-Mejía, M. A., ve Huertas, A. (2022a). Tourist interaction and satisfaction with the chatbot evokes pre-visit destination image formation? A case study. Anatolia.
Park, D., Jeong, S., ve Seo, Y. (2022). Systematic review on chatbot techniques and applications. Journal of Information Processing Systems, 18(1), 26-47.
Pillai, R., ve Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(10), 3199-3226.
Rafiq, F., Dogra, N., Adil, M., ve Wu, J. (2022). Examining consumer’s intention to adopt AI-chatbots in tourism using partial least squares structural equation modeling method. Mathematics, 10(13), 1-15.
Reddy, V. V., Singh, T., ve Muralidharan, C. (2024). Healthbot-an AI based chatbot using Webspider and Mediglobe. 10th International Conference on Communication and Signal Processing (ICCSP), Melmaruvathur, India, 1229-1234.
Richardson, S., Jovanka, F., Zabrina, P. K., Adiati, M. P., ve Rosman, D. (2023). The consequences of digital concierge chatbots acceptance on hotel guest experience and satisfaction at IHG Hotel and Resort. International Conference on Digital Applications, Transformation ve Economy (ICDATE), Miri, Sarawak, Malaysia, 1-5.
Saeidnia, H. R. (2023). Welcome to the Gemini era: Google DeepMind and the information industry. International Journal of Applied Science and Engineering, 18(2) 2020333, 1-8.
Savanur, A., Niranjanamurthy, M, Amulya, M. P., ve Dayananda, P. (2021). Application of chatbot for consumer perspective using Artificial Intelligence. 6th International Conference on Communication and Electronics Systems (ICCES), Coimbatre, India, 1479-1483.
Servion (2018). What makes emerging technologies the future of customer experience?. https://servion.com/blog/what-emerging-technologies-future-customer-experience
Sharma V., Goyal M. ve Malik D. (2017). An intelligent behaviour shown by chatbot system. International Journal of New Technology and Research, 3(4), 52-54.
Siri-Apple, (2023). Siri. https://www.apple.com/tr/siri
SiteMinder (2024). Unlock the spend potential of every guest. https://www.siteminder.com
Stephanie, P. (2024). Sync guest data directly from your PMS. https://www.akia.com/blog/sync-guest-data-directly-from-your-pms
Superseek (2024). From ELIZA to ChatGPT: A journey through the evolution of AI chatbots. https://superseek.ai/blog/from-eliza-to-chatgpt-a-journey-through-the-evolution-of-ai-chatbots
Ukpabi, D. C., Aslam, B., ve Karjaluoto, H. (2019). Chatbot Adoption in Tourism Services: A Conceptual Exploration. In S. Ivanov ve C. Webster (Eds.). Robots, artificial intelligence, and service automation in travel, tourism, and hospitality (pp. 105-121). Emerald Publishing Limited.
Vashishth, T. K., Sharma, V., Sharma, K. K., Kumar, B., Kumar, A., ve Panwar, R. (2024). Artificial Intelligence (AI)-powered chatbots: Providing instant support and personalized recommendations to guests 24/7. In Park Thaichon Icon, Pushan Kumar Dutta Icon, Pethuru Raj Chelliah, Sachin Gupta Icon (Eds.), Technology and luxury hospitality AI, blockchain and the metaverse (pp. 15-26). Routledge.
Wahde, M., ve Virgolin, M. (2022). Conversational Agents: Theory and Applications. Handbook of Computer Learning and Intelligence, 1, 1-60.
Wallace, R. S. (2009). The anatomy of A.L.I.C.E. In Epstein, R., Roberts, G., Beber, G. (Eds.) Parsing The Turing Test (pp. 181-210). Springer.
Wang, P., ve Shao, J. (2022). Escaping loneliness through tourist-chatbot interactions. Information and Communication Technologies in Tourism 2022, 473-485.
Wangsa, K., Karim, S., Gide, E., ve Elkhodr, M. A. (2024). Systematic review and comprehensive analysis of pioneering AI chatbot models from education to healthcare: ChatGPT, Bard, Llama, Ernie and Grok. Future Internet, 16, 219.
Warren, T. (2019). Microsoft no longer sees Cortana as an Alexa or Google Assistant competitor. https://www.theverge.com/2019/1/18/18187992/microsoft-cortana-satya-nadella-alexa-google-assistant-competitor
Weizenbaum, J. (1966). ELIZA--A computer program for the study of natural language communication between man and machine. Communication of the ACM, 9(1), 36-45.
Wiggers, K. L. (2018). Google acquires AI customer service startup onward, VentureBeat, https://venturebeat.com/2018/10/02/google-acquires-onward-an-ai-customer-service-startup
Xai (2024). Open release of Grok-1. https://x.ai/blog/grok-os
Yılmaz, G., ve Şahin-Yılmaz, A. (2024), An overview of chatbots in tourism and hospitality using bibliometric and thematic content analysis. Worldwide Hospitality and Tourism Themes, 16(2), 232-247.
Zemčík, T. (2019). A brief history of chatbots. International Conference on Artificial Intelligence, Control and Automation Engineering (AICAE 2019), 14-18.
Zhou, L., Gao J., Li, D., ve Shum H. Y. (2019). The design and implementation of XiaoIce, an empathetic social chatbot. Computational Linguistics, 6(1), 53-93.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Journal of Tourism & Gastronomy Studies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
