Exploring the Impact of Artificial Intelligence on the Tourism Industry: Opportunities and Challenges

Ioannis Katsanakis, Georgia Zouni (), Stergios Spasos, Dimitra-Margieta Lykoudi and Nikolaos Akriotis
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Ioannis Katsanakis: University of Piraeus
Georgia Zouni: University of Piraeus
Stergios Spasos: University of Piraeus
Dimitra-Margieta Lykoudi: University of Piraeus
Nikolaos Akriotis: University of Piraeus

A chapter in Empowering Digital Transformation, 2025, pp 154-178 from Springer

Abstract: Abstract Technological innovations have significantly changed the tourism industry over the past few years, with artificial intelligence (AI) emerging as a transformative technology capable to revolutionize the industry. This study examines the opportunities and challenges of integrating AI into the tourism sector. In particular, it examines the effects of AI on improving customer experience, streamlining operations and providing personalized travel solutions, alongside challenges such as privacy, ethics and workforce adaptation. This study, using qualitative research and semi-structured interviews, tries to uncover the opinions and thoughts of travel and tourism professionals on how AI has influenced the way they work and operate. Applying thematic analysis six key themes have been identified: process automation, perceptions of AI, future industry direction, ethical considerations, workforce training, and strategic decision-making. Findings reveal that although AI can improve decision-making, reduce operational costs, and enhance service personalization, its integration raises concerns about job displacement, data security, and ethical practices. The study highlights the need to address the ethical and legal implications of AI in the tourism sector to ensure its responsible adoption. Furthermore, it underlines the importance of lifelong learning and workforce reskilling to prepare professionals for the evolving demands of AI-driven tourism industry. This research contributes to the growing literature on AI in tourism by offering a focused investigation of its real-world applications and impacts and providing actionable insights for industry stakeholders seeking to leverage AI to gain competitive advantage while addressing potential risks. Future research should include an in-depth study of customer perceptions of AI-driven services and the development of strategies to ensure harmonious human-technology collaboration in tourism.

Keywords: Artificial Intelligence; Tourism Industry; Thematic Analysis (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/978-3-031-96930-0_9

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