The impact of artificial intelligence (AI) and chatbots on tourism

Aktualne teme kojima se bavi ovaj diplomski rad su umjetna inteligencija i chatbotovi te njihov utjecaj na razvoj turizma koji oblikuje te sami time i uvjetuje suvremeni razvoj društva. Turizam kao takav, da bi opstao, u svom okruženju mora pomno iskoristiti sve vanjske faktore i informacije. Turisti današnjice su obrazovani, multikulturalni, fleksibilni, otvoreniji za nove doživljaje pa samim time i zahtjevniji. Zbog boljeg razumijevanja turista, odnosno potražnje, ali i olakšavanja izbora tj. ponude modernna tehnologija se nalazi u glavnoj ulozi. Globalna zdravstvena kriza uzrokovana COVID-19 pandemijom kojoj smo bili svjedoci, bez presedana je uništila temelje dobro utabanog turizma i temelje turističkog gospodarstva. Važan spoj poslovanja na kojem će se temeljiti budući planovi raznih hotelskih organizacija i svih grana turizma biti će umjetna inteligencija. S obzirom na sve brži način života i nedostatak vremena turisti posežu za, nekada prvim izborom, koji možda i nije najidealniji i tu se sve više koriste chatbotovi koji su napravljeni tako da bi što više ličili na razgovor između dva čovjeka, a ne na razgovor između čovjeka i uređaja. Chatbotovi kao i svaka inovacija koja je bazirana na umjetnoj inteligenciji ima pozitivne i negativne učinke, jedan, izdvojeni, pozitivni je što olakšava poslovanje određenog hotelskog subjekta i što je svakako vodilja poslovanja u budućnosti.The current topics deal with in this thesis are artificial intelligence and chatbots and their impact on the development of tourism, which shapes and thus conditions the modern development of society. Tourism as such, in order to survive, must carefully use all external factors and information in its environment. Today's tourists are educated, multicultural, flexible, more open to new experiences and therefore more demanding. Due to the better understanding of tourists, i.e. the demand, but also to facilitate the choice, i.e. the offer, modern technology plays a leading role. The global health crisis caused by the COVID-19 pandemic, which we have witnessed, has unprecedentedly destroyed the foundations of well-established tourism and the foundations of the tourism economy. An important combination of business on which the future plans of various hotel organizations and all branches of tourism will be based will be artificial intelligence. Considering the increasingly fast lifestyle and the lack of time, tourists are reaching for what used to be the first choice, which may not be the most ideal, and this is where chatbots are used more and more, which are made to resemble a conversation between two people as much as possible, and not a conversation between man and device. Chatbots, like any innovation that is based on artificial intelligence, has positive and negative effects, one, singled out, is positive, which facilitates the business of a certain hotel entity and which is certainly the guide of business in the future