Several readers have questioned the use of chatbots, responding to a recent Tourism Update article quoting industry experts who believe that the AI trend could significantly improve businesses’ customer experiences.

One reader said her experience with chatbots has been appalling. “I don't think that it enhances the tourism experience at all. We're hospitality – a chatbot will never be able to understand that concept. It can be helpful, but not hospitable.”

Another reader believes that chatbots will never replace the knowledge and experience of a human. “The future of this industry does not depend on clever tech but on skilled, experienced humans.”

Two other readers highlighted the frustrating experiences chatbots cause users, with one saying that, “to management, it might seem as a fantastic way to reduce costs, but to customers, it is endlessly frustrating.”