Enhancing Hospitality Quality and Implementing an Artificial Intelligence (AI)-Based Chatbot in Bakas Tourism Village, Klungkung

DOI

10.2991/978-94-6463-882-0_72How to use a DOI?

Keywords

Artificial Intelligence; Hospitality Communication; Tourism Village

Abstract

The tourism industry in Bali is increasingly focusing on developing tourism villages, such as Bakas Tourism Village in Klungkung Regency. Despite its potential, Bakas faces several challenges in improving the quality of its hospitality services. Key issues include the limited professional skills of local tourism workers and their inadequate English proficiency. Additionally, the village’s official website lacks comprehensive information and is rarely updated, making it less effective for visitor planning. To address these issues and leverage technological advancements, an AI-based chatbot initiative was introduced to enhance information management and service quality. This program consists of two main components. First, a capacity-building training program was implemented to improve service delivery standards and language skills, particularly in English and French. This training is supported by a practical guidebook that features everyday, conversational phrases to help local tourism actors interact confidently with international guests. Second, an AI chatbot system was developed for internal use by website administrators. The chatbot helps streamline the creation and updating of digital content, ensuring consistent messaging and supporting the village’s digital branding strategy. Evaluation of the program reveals positive results, including enhanced human resource capabilities, more efficient information management, and increased tourist satisfaction. Overall, the initiative demonstrates how integrating technological innovations can strengthen tourism management. It also helps position Bakas Tourism Village as a competitive and appealing destination in Bali’s evolving tourism landscape.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - I Gusti Agung Mirah Sanjiwani
AU  - Raden Roro Rieta Anggraheni
AU  - Ni Nyoman Harini Puspita
AU  - I Ketut Sutama
PY  - 2025
DA  - 2025/11/14
TI  - Enhancing Hospitality Quality and Implementing an Artificial Intelligence (AI)-Based Chatbot in Bakas Tourism Village, Klungkung
BT  - Proceedings of the International Conference on Sustainable Green Tourism Applied Science - Social Applied Science 2025 (ICOSTAS-SAS 2025)
PB  - Atlantis Press
SP  - 634
EP  - 643
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-94-6463-882-0_72
DO  - 10.2991/978-94-6463-882-0_72
ID  - Sanjiwani2025
ER  -