Users' experience on airline chatbots

Arreza, Mariae Khrisna Baring and Esguerra, James Garcia (2022) Users' experience on airline chatbots. Asia-Pacific Journal of Information Technology and Multimedia, 11 (1). pp. 102-114. ISSN 2289-2192


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A chatbot is an advancing technology that has taken the airline industry to a different level of service. The continuous pursuit drives this development to provide efficient and quality services; however, this technology is not void of challenges that may affect customers' experiences. This study utilizes a sequential mixed method approach that explored the Filipino experiences of using airline chatbots. The results revealed neutral users' experiences. The qualitative components revealed the following themes (1) Difficult experience; (2) Limitations of the chatbots; (3) Lack of human connections and; (4) Positive experiences. As a recommendation, further study may be required utilizing different indicators.

Item Type:Article
Keywords:Chatbot; Artificial intelligence; Users' experience, Airline
Journal:Asia - Pasific Journal of Information Technology and Multimedia (Formerly Jurnal Teknologi Maklumat dan Multimedia)
ID Code:19431
Deposited By: ms aida -
Deposited On:16 Aug 2022 03:07
Last Modified:18 Aug 2022 08:22

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