Chatbots for tourism: the RAG-based tour operator offering 24/7 assistance

The need for up-to-date customer service that is available h24

Managing efficient customer service in the tourism industry means offering quick responses and round-the-clock support. In this scenario, chatbots for tourism become indispensable tools, as they provide immediate support to travelers, reduce wait times and improve the overall experience of the stay. From finding restaurants and attractions to updates on transportation and events, these virtual assistants simplify the handling of inquiries, lighten the workload of staff and ensure that service is always available and efficient.

Orbyta's solution: a chatbot based on RAG and LLM

Orbyta Tech develops chatbot for tourism based on RAG (retrieval-augmented generation) (orbyta.co.uk/projects/chatbot-rag) that acts as a virtual assistant and digital info-point by dynamically and intelligently answering questions about events, services, and other tourism activities. Through the use of artificial intelligence and Large Language Models (LLMs), the chatbot is able to understand users’ needs, answering complex questions quickly and effectively and functioning as a true virtual tour operator, available online and through interactive terminals located at strategic points around the city.

An important advantage of this type of solution is the ability to provide real-time information, ensuring accurate and timely responses. This is made possible by the use of RAG technology, which enables the system to understand and retrieve content highly relevant to user queries, even in the presence of complex questions that require output that is not only accurate but also up-to-date. Indeed, vector embeddings optimize the information retrieval process because they allow questions and answers to be associated semantically, going beyond simple keyword matching and understanding the context of queries in order to provide more accurate and personalized answers.

Features to provide advanced functionality and customization

The chatbot is enriched with advanced features that address specific industry needs:

  • Multi-language: it is able to respond in the same language as the user’s question, thus enabling interaction without language barriers. This is especially useful in a tourism context where visitors come from different parts of the world.
  • Memory-based: it is designed to maintain the memory of the conversation, allowing for continuity in the interaction. This means that if a user returns to interact with the chatbot after a certain period, the system will remember previous questions and be able to provide even more targeted answers.
  • Datetime-awareness: because many local events and services are only available on certain dates, the chatbot is able to retrieve specific datetime information requested by the user. This ensures that responses are always contextualized and relevant to the date and time when requests are made.
  • Plugin-based: information retrieved from the chatbot’s database can be integrated with external information, such as routes on Maps, weather, and event updates. This allows the user experience to be further enriched with practical, real-time details.
  • Continuous update: The chatbot’s knowledge base is continuously updated, ensuring that the information provided is always fresh and accurate. This is critical for the tourism industry, where local events and services can change frequently, and tourists need reliable real-time data.

    • The benefits of a chatbot for tourism

    Real-time information always up to date
    Multi-language support for better user experience
    Personalized, memory-based experience

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    Frequently asked questions about chatbots

    Chatbots are divided into:

  • Rule-based: follow predefined scripts with limited responses.
  • AI-powered: they use machine learning to respond naturally and adapt to conversations.
  • Task-oriented: designed for specific tasks, such as reservations.
  • Conversational: for freer, human-like interactions.

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    AI is a valuable ally for the tourism industry. It can provide assistance through chatbots that respond 24/7 to customer requests, such as travel information, reservations, or changes. It can create customized itineraries based on user preferences, translate languages to improve international communication, and automate processes such as check-ins, activity suggestions, and review management, thereby improving the traveler experience. .

    A chatbot is software designed to simulate human conversations. It can answer frequently asked questions, provide technical or business support, assist users with specific tasks (such as booking a hotel, buying tickets, or tracking shipments), and even provide entertainment. It also collects useful data to analyze customer needs and improve business services.