Generative AI Chatbot Prompting for Excellent Customer Service in Tourism
Abstract
This article explores the impact of prompting on the performance and service quality of artificial intelligence (AI) customer service chatbots, and the relationship between the prompting process and service quality elements. The data were collected in September 2024 from responses generated by three chatbots, each using a range of prompting techniques. The chatbots responded to real customer inquiries collected by the Visit Helsinki customer service office in summer 2020. The results show that prompting has a significant impact on the quality of online customer service that AI chatbots can provide.
Fields of Study & Subjects
AI in Service Interactions
Recommender Systems and Techniques
Forecasting Techniques and Applications
Publication details
- Journal / source
- Services Marketing Quarterly
- Publisher
- Informa UK Limited
- Pages
- 1–23
- Publication date
- 14 January 2026
- Language
- EN