Content uploaded by Sonja Zlatanov
Author content
All content in this area was uploaded by Sonja Zlatanov on May 24, 2019
Content may be subject to copyright.
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
84
Sonja Zlatanov1, *,
Jovan Popesku2
1Business School of Applied Studies,
Blace, Serbia
2Singidunum University,
Belgrade, Serbia
Correspondence:
Sonja Zlatanov
e-mail:
sonja.zlatanov@gmail.com
CURRENT APPLICATIONS OF ARTIFICIAL INTELLIGENCE IN
TOURISM AND HOSPITALITY
INFORMATION TECHNOLOGY IN EDUCATION & DIGITAL TRANSFORMATION, CULTURE AND CREATIVE INDUSTRIES
Abstract:
The revolution brought about with the development of ICTs has caused dra-
matic changes in tourism and hospitality industry. The Travel 2.0 websites
characterized by sharing information freely have been prevailing for some
time now and are paving the way for the use of even more sophisticated in-
telligent systems in tourism and hospitality. Considering the complexity of
the travel-related decision making process, intelligent systems and tourism
fit in perfectly. Service automation, artificial intelligence and robots have
provided tourism companies and organizations with vast new opportunities.
Artificial intelligence has already been adopted to some extent in various
parts of tourism industry, however, the scientific literature on the subject
continues to be scarce. This paper intends to continue the discussion on the
artificial intelligence applications in tourism which has just started recently,
thus providing much needed scientific view of the subject.
Keywords:
Intelligent systems, chatbots, robots, AI empowered travel bots, digital
travel assistants.
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs DOI: 10.15308/Sinteza-2019-84-90
1. INTRODUCTION
e importance of information in tourism industry has been well
documented [1] – [5]. Accordingly, wide adoption of Information and
communication technologies (ICTs) in tourism sector was well expected
[6], [7]. e acceptance of ICTs brought about extensive changes [8],
[9] and a whole new variety of threats and opportunities for tourism
companies and organizations. ICTs allow tourists to nd, customize and
purchase tourism products easily, and they support the globalization of
the tourism industry by providing tools for developing, managing and
distributing tourism services worldwide [10]. Incorporation of ICTs al-
lows tourism companies and organizations to take advantage of intranets
in order to reorganize internal processes, extranets in order to develop
transactions with trusted partners, and the Internet in order to easily
communicate with all the stakeholders [11]. Use of ICTs allows for com-
bining customer-relationship management and supply chain manage-
ment into a single source that facilitates a variety of operations - product
selection, ordering, ful llment, tracking, payment and reporting, which
are all performed with one easy-to-use tool [12].
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs
Information Technology in Education &
Digital Transformation, Culture and Creative Industries
85
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
Evolution of Internet websites into applications that
encourage and initiate participation and collabora-
tion among users, known as Web 2.0 applications,
have led to the “informatization” of the entire tourism
value chain [13] and the development of the concept of
Travel 2.0 [14] – [16], that is, internet sites that allow
tourists to publicly express their opinion about any
travel-related content [17]. ese applications have
been prevailing for some time now when it comes to
the use of Internet by the tourists, and are paving the
way for the use of even more sophisticated intelligent
systems in tourism industry [18], [19].
2. THE CONCEPT OF ARTIFICIAL
INTELLIGENCE
Arti cial intelligence is increasingly becoming part
of our everyday lives [20], [21]. What diff erentiates in-
telligent systems from the not intelligent ones is their
ability to understand the situation, to acquire and retain
knowledge and to conclude based on the previous ex-
periences, and thus be able to quickly and successfully
respond to a new situation [22]. Generally, there are two
main characteristics of intelligent systems [19]: their
ability to sense the environment and their ability to learn
from actions in order to maximize success in achieving
particular objectives. Robots, arti cial intelligence and
service automation are widely used in variety of diff erent
sectors [23]. Considering the complexity of the travel-
related decision making process, intelligent systems and
tourism t in perfectly. By collecting and processing in-
formation about the personal needs of the users, they can
facilitate the decision making process and greatly in u-
ence tourists’ information search. Accordingly, arti cial
intelligence has already been adopted to some extent
in various parts of tourism industry [24] – [26]. Even
though the concept of arti cial intelligence was intro-
duced by Alan Turing in 1936 [27], and there have been
proofs of successful use of arti cial intelligence in travel
industry at the very beginning of the century [28], the
scienti c literature on the use of arti cial intelligence in
tourism industry continues to be scarce. It must be noted
that there seems to be an increase in the number of the
scienti c papers published on the subject in the last two
years. It may have something to do with the fact that in
2017 the largest industry intelligence platform providing
media, insights and marketing to key sectors of travel,
Ski , identi ed arti cial intelligence as a megatrend in
tourism industry [29]. is paper intends to continue
the discussion on the subject and off ers some current ap-
plications of arti cial intelligence in tourism sector, thus
providing much needed scienti c view of the subject.
ere are two kinds of arti cial intelligence systems
- pure digital ones and digital-physical hybrids that are
usually called robots [30]. Both of the systems are used in
diff erent parts of tourism and hospitality industry. When it
comes to the pure digital arti cial intelligence systems, ex-
amples include online check-in systems and mobile board-
ing passes available in airline industry [23], however, the
greatest changes in tourism and hospitality were brought
about with the development of diff erent types of chatbots.
3. USE OF CHATBOTS IN TOURISM AND
HOSPITALITY
Chatbots controlled by arti cial intelligence play
a very important role in tourism industry. e term
“chatbot” is coined from words “chat” and “robot”,
thus undoubtedly explaining their purpose. Chatbots
are essentially computer programs that stimulate a hu-
man conversation using natural language [31]. e rst
chatbot called ELIZA was developed in 1966 [32] and
was developed to trick its users by making them believe
that they were having a conversation with a real human
being [33]. Chatbots have evolved to a great extent since
the introduction of the rst model and their main elds
of use are in retail, customer services, decision making
support, state of the art payment systems and online
community building [34].
Since chatbots have proven themselves worthy of
investment and have shown tremendous growth and
market potential, their use in tourism industry increased
accordingly. Tourists’ need for reliable sources of in-
formation is constantly increasing, so travel chatbots
are designed to help ful ll those needs and require-
ments.Travel chatbots are enhancing travel experience
as they guide tourists through each and every aspect of
their trip, from booking to general travel advice [35].
Depending on the platform they are incorporated in, as
well as on their level of sophistication and ability to rec-
ommend, there are three diff erent types of travel chat-
bots: customer service bots, Facebook chatbots and AI
empowered travel bots [36].
Customer service travel bots
Customer service travel bots are the most basic
type of chatbots which are incorporated in the travel
companies’ websites. ese bots simply use the list of
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs
Information Technology in Education &
Digital Transformation, Culture and Creative Industries
86
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
previously determined automated answers and are
therefore limited to only helping users navigate the
website, without being able to help them with booking.
Review of scienti c literature and web-based resources
showed that there were more customer service travel
bots available a couple of years ago than today. It seems
as if the travel companies realized the downsides of the
insuffi ciently developed chatbots, and have therefore
decided to eliminate them from their websites. ese
companies include Booking.com, On the Beach and
Tap Portugal. However, there are also those who con-
tinue using customer service travel bots, such as Copa
Airlines, [37] Amtrak [38] and Air New Zealand [39].
Facebook chatbots
Chatbots incorporated in Facebook Messenger of-
fer far more possibilities for the tourists. Besides simply
helping them navigate a certain page, these chatbots
are more interactive and can actually help users with
booking through a two-way conversation. Even though
the users have to put in the same data as they would by
booking the trip by themselves, it seems that Facebook
chatbots are achieving good results when it comes to
users’ satisfaction and are proving to be a good invest-
ment. In 2018 there were 300,000 active chatbots on
Facebook Messenger, which is three times as many as
the year prior [40]. One of the most successful Face-
book chatbots is Expedia’s chatbot [41]. In order to start
communicating with Expedia via their chatbot, the users
just need to log in to their Facebook accounts and visit
Expedia’s page [42], and the chat window will pop up
automatically. ere is one restriction when it comes to
the Expedia chatbot compared to the services normally
provided by Expedia, and it is that the chatbot can only
help users with booking a hotel or managing their trip,
but cannot off er services in search of ights, cruises nor
cars.
Another example of a well implemented Facebook
chatbot is the Skyscanner chatbot [43]. e distinctive
features of this chatbot are off ering the cheapest desti-
nations from the nearest airport, as well as categorizing
ights in cheapest, shortest and best. In addition, in case
the tourist just wants some inspiration, he or she can
type “anywhere”, and the chatbot will return some inter-
esting suggestions. Kayak Facebook chatbot [44] off ers
its services for ghts, hotels, rental cars, activities and
trip updates, which probably makes it the most com-
prehensive chatbot out there. It also has a memory of
previous conversations and uses Kayak search history
for personalization. Skyscanner and Kayak chatbots
are not only available for Facebook Messenger users,
but for Slack, Amazon Alexa, Skype and Google As-
sistant as well. Most of the travel companies with chat-
bots available are either airline companies or travel
search engines. One of the rare cases of tourist board
with Facebook chatbot is Faroe Island tourist board.
Besides being available on their offi cial Facebook page,
users can also start communication with Faroe Island
chatbot on their offi cial website via Facebook Messen-
ger extension [45].
AI empowered travel bots
ese chatbots are somewhat diff erent from the
previous two groups. Even though they still rely on
instant messaging in order to communicate with the
users, what diff erentiates them from the previously
mentioned chatbots is their ability to make recom-
mendations. ey manage to do it with the help of
certain algorithms and access to information, as well
as connection with other apps. KLM Royal Dutch
Airlines is a good example of a chatbot that went one
step further than the ones already mentioned. Besides
having Facebook Messenger chatbot off ering its help
to tourists, this company added one more interesting
feature: their chatbot, called BB, can help tourists pack
for their trip [46]. It just needs simple information
such as the destination, the date and the trip length,
and it will tell them everything they need to pack. is
feature is available on Google Home Assistant.
Another example is Hello Hipmunk, a virtual trav-
el agent which off ers a plethora of services aimed at
helping users plan their trip and book all parts of it
[47]. However, the most distinguished feature off ered
by Hello Hipmunk is combining of tourists’ emails
and calendar information in order to create personal-
ized travel recommendations. It can also build an itin-
erary for the user’s trip and share it with others, such
as family or colleagues. It can be accessed on Facebook
Messenger and Skype.
ere is also HelloGBye travel assistant aimed at
frequent iers and small businesses [48]. e diff er-
ence between HelloGBuy travel assistant and other ones
is the fact that it is an individual app, currently available
to IOS users only. However, even though download-
ing an app, especially the one that is not free, is an
obstacle for some users, this app is claimed to be able
to address travel requests involving not only one, but
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs
Information Technology in Education &
Digital Transformation, Culture and Creative Industries
87
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
multiple people, with a detailed ight and hotel itinerary
in under 30 seconds, thus making up for the troubles
caused to a certain extent.
Last but not least example of AI empowered travel
bots is called Sam [49]. Like many other virtual travel
assistants, it can be used by an individual user, however,
its most important features are more useful for frequent
iers and business travelers. First of all, Sam can help
users book their ights, and then it will automatically
integrate all the trips in a useful itinerary. If anything
arises, such as bad weather forecast, Sam will inform
the user of it in order to help him or her pack better.
In addition, it will off er to organize the transport to the
airport by connecting with local services approved by
the traveler’s organization. Immediately a er landing,
Sam already has the information on the baggage claim
the traveler should go to, and it can also inform trave-
ler’s family members about the safe ight. In addition,
it can off ers travel guide of the destination and it will be
in touch with the traveler throughout the whole trip, in-
forming him or her about bad traffi c and delayed ights
for example. All these features are enabled by integrating
with other apps, such as Avis, Uber and Google Maps.
Considering the complexity of this travel assistant, it is
an app that needs to be downloaded, and is available for
both IOS and Android users.
4. USE OF ROBOTS IN TOURISM AND
HOSPITALITY
Robots are intelligent physical devices [50] with a
certain degree of autonomy, mobility, and sensory ca-
pabilities that allow them to perform intended tasks
without a human intervention [26], [51]. e least so-
phisticated industrial robots have been used in tourism
and hospitality sector for at least 50 years in diff erent
production processes, such as food preparation. As the
level of autonomy of robots increases, as well as their
ability of social interaction, there are professional ser-
vice robots and personal service robots, both developed
around two decades ago [26] and being further devel-
oped on a daily basis. Professional service robots in
tourism and hospitality include room cleaning robots
[26], self-check-in kiosks and automated border control
gates available at many airports, conveyor belt restau-
rants which are frequent in major cities [23], as well as
many others which will be presented below. Personal
service robots are the ones used by individuals for non-
commercial tasks and will therefore not be further in-
vestigated in this paper.
e number of professional service robots used in
tourism and hospitality increases every day, as well
as their complexity. For example, nowadays there is a
robotic suitcase available, which makes traveling a lot
easier. It has the ability to follow its owner by itself and
avoid any obstacles, thus eliminating the need to carry
the suitcase [52]. Robots are being introduced as travel
agents [53], as well as airport security [54]. In 2014 a
restaurant in China introduced robot waiters [55]. e
following year there were testing of the robotic hotel
information agents [56], and in 2016, robots were in-
troduced as servers in hotels. A robot server was built
and programmed to deliver extra towels, toothpaste or
other necessities to the guest rooms [57]. e hotel staff
is required in order to introduce the room number on
the robot’s touch screen, a er that the robot uses eleva-
tor to go to the designated room. e only way of com-
municating these robots were capable of was through
typed messages that appeared on their screens.
e next step for robots in hospitality industry was
a fully automated hotel that opened its doors to visitors.
Henn-na hotel in Japan [58] is the world’s rst hotel
staff ed exclusively by robots. Robots speaking multiple
languages greet and help the customers at the front desk,
with one of them being a dinosaur. ere are robotic
arms which are in charge of storing guests’ luggage,
and the rooms are excessed by facial recognition sys-
tems. is may seem a little over the top, however, this
hotel is not the only one introducing robots to all the
diff erent positions available in hotels, it is merely the
only one using robots exclusively. For example, Hilton
Hotel in McLean, Virginia, introduced Connie, robotic
concierge that helps guests get around the hotel,
answers routine questions about services, and will
perhaps one day be able to translate inquiries for
guests and staff [59]. Connie is able to interact with
visitors by using speech recognition technology in order
to respond to their queries. In addition, it also learns
from each interaction, meaning the more it is used, the
better its responses will become. In addition, there are
two Chinese Marriott hotels that have also introduced
facial recognition technology to check-in, while Japan
Airlines is investigating this idea as well [60].
5. CONCLUSION
e revolution brought about with the development
of ICTs has caused dramatic changes in tourism and
hospitality industry. Service automation, arti cial intel-
ligence and robots have provided tourism companies
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs
Information Technology in Education &
Digital Transformation, Culture and Creative Industries
88
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
and organizations with vast new opportunities. Arti cial
intelligence is a new form of intelligence which has the
ability to synthesize several diff erent ideas simultane-
ously [34]. It is able to respond to questions and provide
valuable information to customers. Modern tourists are
more demanding than ever, expecting almost immedi-
ate responses on online platforms, and arti cial intel-
ligence allows businesses to deliver response times that
would be impossible for humans. In addition, chatbots
and AI empowered travel bots enable personalization of
the tourism off er, as well as improvement of operations
and increase of productivity while delivering consistent
product quality. However, one of the main downsides
of using robots in tourism and hospitality is the lack
of personalized service [57], which is one of the most
important characteristic of the sector. Arti cial intelli-
gence is still not that widespread in tourism sector, but
it is expected to be used more o en in the future in or-
der to increase the quality of the products and services.
is paper relied on scienti c journals and web-based
resources in order to try to continue the discussion on
arti cial intelligence applications in tourism which has
just started recently. e paper presented numerous ap-
plications, however, it only scratched the surface of the
subject which is gaining more importance on a daily
basis and is being further developed at a very fast pace.
REFERENCES
[1] U. Gretzel, “Intelligent systems in tourism: A social
science perspective”,Annals of tourism research,vol.
38, no. 3, pp. 757-779, 2011.
[2] D. Shanker. (May 2008). ICT and tourism: Chal-
lenges and opportunities. Presented at Conference
on Tourism in India–Challenges Ahead, [Online].
Available:
http://dspace.iimk.ac.in/bitstream/han
dle/2259/185/?sequence=1
.
[3] E. Ortega and B. Rodriguez, “Information at tour-
ism destinations. Importance and cross-cultural dif-
ferences between international and domestic tour-
ists”, Journal of Business Research,vol 60, no. 2, pp.
146-152, 2007.
[4] U. Gretzel, Y. Yuan and D. Fesenmaier, “Prepar-
ing for the new economadvertising strategies and
change in destination marketing organizations”,
Journal of Travel Research, vol. 39, pp. 146 –156,
2000.
[5] D. Buhalis, “Strategic use of information technolo-
gies in the tourism industry”, Tourism manage-
ment,vol. 19, no. 5, pp. 409-421, 1998.
[6] R. Law, D. Buhalis and C. Cobanoglu, “Progress
on information and communication technologies
in hospitality and tourism”,International Journal
of Contemporary Hospitality Management,vol. 26,
no. 5, pp. 727-750, 2014.
[7] C. Koo, U. Gretzel, W. C. Hunter and N. Chung,
“ e role of IT in tourism”,Asia Paci c Journal of
Information Systems,vol. 25, no. 1, pp. 99-104, 2015.
[8] D. Buhalis and R. Law, “Progress in information
technology and tourism management: 20 years on
and 10 years a er the Internet— e state of eTour-
ism research”,
Tourism management,
vol.
29, no. 4,
pp. 609-623, 2008.
[9] Z. Xiang, V. P. Magnini and D. R. Fesenmaier, “In-
formation technology and consumer behavior in
travel and tourism: Insights from travel planning
using the internet”,Journal of Retailing and Con-
sumer Services,vol. 22, pp. 244-249, 2015.
[10] D. Buhalis and P. O’Connor, “Information com-
munication technology revolutionizing tour-
ism”,Tourism recreation research,vol. 30, no. 3, pp.
7-16, 2005.
[11] D. Buhalis, eTourism: Information technology for
strategic tourism management. Pearson Education,
2003.
[12] A. Bethapudi, “ e role of ICT in tourism indus-
try”,Journal of Applied Economics and Business,vol.
1, no. 4, pp. 67-79, 2013.
[13] H. Werthner and F. Ricci, “E-commerce and tour-
ism”,Communications of the ACM,vol. 47, no. 12,
pp. 101-105, 2004.
[14] S. Oklobdžija and J. Popesku, “ e link between
digital media and making travel choices”,Market-
ing,vol. 48, no. 2, pp. 75-85, 2017.
[15] J. Adam, X. Cobos and S. Liu, Travel 2.0: trends in
industry awareness and adoption.New York: New
York University and PhoCusWright Inc, 2007.
[16] D. Schmallegger and D. Carson, “Blogs in tour-
ism: Changing approaches to information ex-
change”,Journal of vacation marketing,vol. 14, no.
2, pp. 99-110, 2008.
[17] F. Munoz-Leiva, J. Hernández-Méndez and J.
Sánchez-Fernández, “Generalising user behaviour
in online travel sites through the Travel 2.0 website
acceptance model”,
Online Information Review,
vol.
36, no. 6, pp. 879-902, 2012.
[18] R. Law, M. Fuchs and F. Ricci,Information and
communication technologies in tourism 2011. Vi-
enna: Springer, 2011.
[19] U. Gretzel, “Intelligent systems in tourism: A social
science perspective”,Annals of tourism research,vol.
38, no. 3, pp. 757-779, 2011.
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs
Information Technology in Education &
Digital Transformation, Culture and Creative Industries
89
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
[20] M. I. A. Ferreira, J. S. Sequeira, M. O. Tokhi, E. Ka-
dar and G. S. Virk, A world with robots. Springer,
2015.
[21] F. Riccio, A. Vanzo, V. Mirabella, T. Catorci and
D. Nardi, “Enabling Symbiotic Autonomy in Short-
Term Interactions: A User Study”,, presented at
ICSR 2016, Kansas City, MO, USA, November 1-3,
2016, 78.
[22] I. J. Rudas & J. Fodor, “Intelligent systems”,Inter-
national Journal of Computers, Communications &
Control,vol. 3, no. 3, 2008.
[23] S. H. Ivanov and C. Webster, “Adoption of robots,
arti cial intelligence and service automation by
travel, tourism and hospitality companies–a cost-
bene t analysis”,presented at Contemporary tour-
ism – traditions and innovations conference, So a,
Bulgaria, 19- 21 October 2017.
[24] C. M. Kuo, L.C. Chen and C. Y. Tseng, “Investi-
gating an innovative service with hospitality ro-
bots”,International Journal of Contemporary Hos-
pitality Management,vol. 29, no. 5, pp. 1305-1321,
2017.
[25] S.H. Ivanov, C. Webster and K. Berezina, “Adoption
of robots and service automation by tourism and
hospitality companies”. Revista Turismo & Desen-
volvimento, vol 27, no. 28, pp. 1501-1517, 2017.
[26] J. Murphy, C. Hofacker and U. Gretzel, “Dawning
of the age of robots in hospitality and tourism: chal-
lenges for teaching and research”,European Journal
of Tourism Research,vol. 15, pp. 104-111, 2017.
[27] J. Copeland, Arti cial intelligence: A philosophical
introduction. John Wiley & Sons, 2015.
[28] C. J. S. C. Burger, M. Dohnal, M. Kathrada and R.
Law, “A practitioners guide to time-series methods
for tourism demand forecasting—a case study of
Durban, South Africa”,Tourism management,vol.
22, no. 4, pp. 403-409, 2001.
[29] R. Ali. “ e megatrends de ning travel in 2017”.
Ski .com.
https://ski .com/2017/01/12/the-meg-
atrends-de ning-travel-in-2017/
(accessed March
21, 2019).
[30] R. Geisler, “Arti cial intelligence in the travel &
tourism industry adoption and impact”, Ph.D. dis-
sertation, School of Business and Economics, 2018.
[31] Y. F. Wang and S. Petrina, “Using learning analytics
to understand the design of an intelligent language
tutor–Chatbot lucy”,IJACSA,vol. 4, no. 11, 2013.
[32] J. Weizenbaum, “Computer power and human
reason: From judgment to calculation”, Physics To-
day,vol. 30, p. 68, 1976.
[33] M. Salecha, “Story of Eliza, the rst chatbot de-
veloped in 1966”. Analytics India.
https://www.
analyticsindiamag.com/story-eliza- rst-chatbot-
developed-1966/
(accessed March 22, 2019).
[34] M. Zsarnoczky, “How does Arti cial Intelligence
aff ect the Tourism Industry?”,Journal of Manage-
ment,vol. 31, no. 2, pp. 85-90, 2017.
[35] Newgenapps, “Chatbots in travel”.
https://www.
newgenapps.com/blog/chatbots-in-travel
(accessed
March 22, 2019).
[36] J. Sheffi eld, “ e ultimate travel bot list”. 30 seconds
to y.
https://www.30secondsto y.com/ai-so -
ware/ultimate-travel-bot-list/
(accessed March 22,
2019).
[37] Copa Airlines, “Service center”.
https://connect-
miles.copaair.com/en/web/guest/ask-ana
(accessed
March 22, 2019).
[38] Amtrak, “Meet Julie: your virtual assistant”.
https://
www.amtrak.com/about-julie-amtrak-virtual-trav-
el-assistant
(accessed March 22, 2019).
[39] Air New Zealand, “How can we help”.
https://www.
airnewzealand.co.nz/help-support
(accessed March
22, 2019).
[40] P. Cooper, “ e complete guide to using Facebook
messenger bots for business”. Hootsuite.
https://
blog.hootsuite.com/facebook-messenger-bots-
guide/
(accessed March 22, 2019).
[41] M. Marques, “Top 3 chatbots that are changing the
travel industry”. Medium.com.
https://medium.
com/hijiff y/top-3-chatbots-that-are-changing-the-
travel-industry-d325082c50b8
(accessed March 22,
2019).
[42] Facebook, “Expedia”.
https://www.facebook.com/
expedia/
(accessed March 22, 2019).
[43] Facebook, “Skyscanner”.
https://www.facebook.
com/skyscanner/
(accessed March 22, 2019).
[44] Facebook, “Kayak”.
https://www.facebook.com/
kayak/
(accessed March 22, 2019).
[45] e Faroe Islands, “Home page”.
https://www.vis-
itfaroeislands.com/
(accessed March 22, 2019).
[46] KLM, “Meet BB. KLM’s smart assistant”.
https://
bb.klm. com/en
(accessed March 22, 2019).
[47] Hello Hipmunk, “Home page”.
https://www.hip-
munk.com/hello
(accessed March 22, 2019).
[48] HelloGBuy, “Home page”.
https://www.hellogbye.
com/
(accessed March 22, 2019).
[49] Meet Sam, “Home page”.
https://www.meetsam.
io/#app_features
(accessed March 22, 2019).
[50] Y. Chen and H. Hu, “Internet of intelligent things
and robot as a service”,Simulation Modelling Prac-
tice and eory,vol. 34, pp. 159-171, 2013.
[51] N. Tan, R. E. Mohan and A. Watanabe, “Toward a
framework for robot-inclusive environments”,Au-
tomation in Construction,vol. 69, pp. 68-78, 2016.
[52] Travelmate, “Travelmate: a fully autonomous suit-
case and robot”.
https://travelmaterobotics.com/
(accessed March 22, 2019).
Sinteza 2019
submit your manuscript | sinteza.singidunum.ac.rs
Information Technology in Education &
Digital Transformation, Culture and Creative Industries
90
SINTEZA 2019
INTERNATIONAL SCIENTIFIC CONFERENCE ON INFORMATION TECHNOLOGY AND DATA RELATED RESEARCH
[53] Amadeus IT Group. Amadeus’ experimental
travel agent’s assistant using the Pepper robot
(Jan. 24, 2017). Accessed: March 23, 2019. [On-
line video]. Available:
https://www.youtube.com/
watch?v=NPbH6QI3qFY
.
[54] Knightscope, “Autonomous security”.
https://www.
knightscope.com/
(accessed March 22, 2019).
[55] BBC, “China restauran introduces robot wait-
ers”.
https://www.bbc.com/news/av/world-asia-
30460737/china-restaurant-introduces-robot-wait-
ers
(accessed March 22, 2019).
[56] Y. Pan, H. Okada, T. Uchiyama and K. Suzuki,
“On the reaction to robot’s speech in a hotel public
space”,International Journal of Social Robotics,vol.
7, no. 5, pp. 911-920, 2015.
[57] H. Martin, “Robots deliver fun with hotel room ser-
vice orders, and they don’t expect a tip”. LA Times.
https://www.latimes.com/business/la-fi-hotel-
robots-20160207-story.html
(accessed March 22,
2019).
[58] Henn na Hotel, “Henn Na Hotel General Concept”.
http://www.h-n-h.jp/en/concept/
(accessed March
22, 2019).
[59] S. Higginbotham, “ is robot aims to improve
your hotel stay”. Fortune.com.
http://fortune.
com/2016/03/09/hilton-robot-ibm-watson/
(ac-
cessed March 22, 2019).
[60] Eye for travel, “Part I: AI, facial recognition and
hotel robots march into 2019”.
https://www.eye-
fortravel.com/mobile-and-technology/part-i-ai-
facial-recognition-and-hotel-robots-march-2019
(accessed March 22, 2019).
