Applications, Advantages and Disadvantages of Artificial Intelligence in Tourism and Hospitality

Artificial Intelligence (AI) has received special attention in the Tourism and Hospitality sector. The researchers of this paper conducted a systematic literature review, in the timeframe from 1990 to October 2022, in three scientific databases: Scopus, Web of Science and Science Direct.
This study allows the identification of the authors and relevant publications in the research area; the identification of the objectives, contexts, theoretical approaches and methods used in the literature on the subject; to verify the applications that Artificial Intelligence has in Tourism and Hospitality and to understand which are the advantages and disadvantages of the use of this technology in the sector.
The main results reveal that the possibilities of application of AI in Tourism and Hospitality are numerous and range from the use of robots for customer service delivery in the hotel and restaurant industry, to Chatbots and Messaging, to Business Intelligence tools powered by Machine Learning, to virtual reality and augmented reality, to the possibility of analysis of large databases.