Professionals' perspectives on ChatGPT in the tourism industry: Does it inspire awe or concern?

Abstract

The tourism industry has witnessed significant transformations in recent years with the integration of artificial intelligence (AI) technologies. This study explores the echoes surrounding the use of ChatGPT in the tourism industry, focusing on the balance between convenience and challenges. The findings presented in this study are based on interviews conducted with professionals from various fields within the tourism industry. The integration of ChatGPT in the tourism industry brings both convenience and challenges to the forefront. It has become apparent that discussions regarding ChatGPT's advantages, such as value creation for tourism businesses and customers, as well as its disadvantages, such as the lack of human touch and potential data security risks, will persist within the tourism industry.