AUTOMATION OF HR-PROCESSES IN THE HOSPITALITY INDUSTRY: THE ROLE OF CHATBOTS AND ARTIFICIAL INTELLIGENCE

In recent years, there has been a significant increase in interest in the use of chatbots in various fields, including human resources, due to their potential to optimize recruiting processes, enhance the effectiveness of interactions with candidates, and improve the employee adaptation experience, among other benefits. In this review, existing research on the use of chatbots in the context of human resource management in tourism, as well as highlight the main trends, challenges, and opportunities associated with their implementation will be analyzed. Special attention will be paid to how chatbots can contribute to improving customer service and interactions with candidates, as well as how they can be integrated into strategic human resource management processes in travel companies.