Chatbots have become essential in the travel industry, particularly among young travelers who prefer quick, app-based solutions. Despite their growing popularity, their benefits and challenges in Egyptian travel agencies remain underexplored. This study examines the experiences of travel agency employees in Egypt regarding chatbot integration, using surveys from agencies in the Red Sea region.
Findings highlight significant benefits, such as increased productivity and improved customer interaction, but also point to challenges like technical issues and integration difficulties. To overcome these, agencies are advised to upgrade their technical infrastructure by investing in advanced IT systems and ensuring reliable internet connectivity through partnerships with service providers.
Customization is key—agencies should develop personalized chatbot solutions tailored to customer needs, leveraging AI-driven analytics to streamline bookings and enhance engagement. Building trust requires transparent data protection policies, robust cybersecurity measures, and public awareness campaigns on chatbot benefits. Additionally, addressing Egypt's cultural and linguistic diversity by designing multilingual, localized chatbots is crucial for boosting customer satisfaction.
Employee training is equally vital; agencies must provide comprehensive sessions on chatbot functionality and troubleshooting, encouraging regular interaction with the technology. This research adds to the growing literature on digital transformation in Egypt’s travel sector, offering actionable insights to optimize operations, improve customer service, and strengthen competitiveness in a rapidly evolving market.
Khalaf, M., & Moftah, A. M. (2024). Chatbots in Red Sea Travel Agencies: Opportunities, Challenges, and Future Directions.. Journal of Association of Arab Universities for Tourism and Hospitality, 27(1), 466-486. doi: 10.21608/jaauth.2024.344722.1645
MLA
Mohamed Adbdul-raouf Khalaf; Ahmed Mabrok Moftah. "Chatbots in Red Sea Travel Agencies: Opportunities, Challenges, and Future Directions.", Journal of Association of Arab Universities for Tourism and Hospitality, 27, 1, 2024, 466-486. doi: 10.21608/jaauth.2024.344722.1645
HARVARD
Khalaf, M., Moftah, A. M. (2024). 'Chatbots in Red Sea Travel Agencies: Opportunities, Challenges, and Future Directions.', Journal of Association of Arab Universities for Tourism and Hospitality, 27(1), pp. 466-486. doi: 10.21608/jaauth.2024.344722.1645
VANCOUVER
Khalaf, M., Moftah, A. M. Chatbots in Red Sea Travel Agencies: Opportunities, Challenges, and Future Directions.. Journal of Association of Arab Universities for Tourism and Hospitality, 2024; 27(1): 466-486. doi: 10.21608/jaauth.2024.344722.1645
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