Design, development, and evaluation of a chatbot for hospitality services assistance in Spanish

Abstract

Currently, customer service continues to grow because many public and private companies offer a vast number of services. Chatbots significantly improve customer service, in that they allow a direct relationship with the consumer at any time and provide marketing groups with valuable data about their preferences. These characteristics make chatbots an exciting instrument for organizations; in addition, users remain satisfied with their service. This work aims to design, develop, and evaluate a chatbot system that provides an interactive means of contact with clients of Mexican hotels and the most relevant information on each of the services managed by the hotel. It is expected that this tool does this automatically and immediately, thus lightening the most repetitive tasks and allowing the company to channel itself into other areas for improvement. The evaluation results demonstrate the acceptance of this type of interaction and the appreciation of value in the service experience for hotel users.