TY - GEN
T1 - The Use of GPT and Social Media for Operations Management. Application in Hospitality Smart Services
AU - Ariza, Esteban
AU - Giraldo, Johan
AU - Valdés, Mateo
AU - Grimaldi, Didier
N1 - Publisher Copyright:
© 2024 The Authors.
PY - 2024/9/25
Y1 - 2024/9/25
N2 - Users can share their opinion visiting a restaurant or a hotel by Online Generated Reviews (OGRs) on platforms such as TripAdvisor, Booking or Yelp. Put all together, they are thousands of sentences which are quite difficult to seize for a human and to get a comprehensive opinion of the location. This study proposes a Decision Support System (DSS) composed of three modules (extraction of information from TripAdvisor comments, summarizing and rating). Compared to prior Research, our solution proposes a Neural Network Transformer-based system to summarize and rate thousands of TripAdvisor comments. Our results are bifold. First, the analysis of massive comments downloads reveals a bias between the real customer experience based on verbal opinions and the ratings scored in stars. Second, we present and online host a DSS which provides a summary of customer experiences per hotel. For Research in Tourism and Hospitality, it represents a new milestone in the artificial Intelligence journey and an application of Generative Pretrained Transformer (GPT) model. For operation Managers, it is a novel application of the use of artificial intelligence to embrace the digital revolution. Indeed, it helps to determine what customers value most and determine adequate action plan to business requirements.
AB - Users can share their opinion visiting a restaurant or a hotel by Online Generated Reviews (OGRs) on platforms such as TripAdvisor, Booking or Yelp. Put all together, they are thousands of sentences which are quite difficult to seize for a human and to get a comprehensive opinion of the location. This study proposes a Decision Support System (DSS) composed of three modules (extraction of information from TripAdvisor comments, summarizing and rating). Compared to prior Research, our solution proposes a Neural Network Transformer-based system to summarize and rate thousands of TripAdvisor comments. Our results are bifold. First, the analysis of massive comments downloads reveals a bias between the real customer experience based on verbal opinions and the ratings scored in stars. Second, we present and online host a DSS which provides a summary of customer experiences per hotel. For Research in Tourism and Hospitality, it represents a new milestone in the artificial Intelligence journey and an application of Generative Pretrained Transformer (GPT) model. For operation Managers, it is a novel application of the use of artificial intelligence to embrace the digital revolution. Indeed, it helps to determine what customers value most and determine adequate action plan to business requirements.
KW - artificial intelligence
KW - hotel industry
KW - natural language processing
KW - neural network transformer
KW - sentiment analysis
UR - https://www.scopus.com/pages/publications/85217022683
UR - http://hdl.handle.net/20.500.14342/6076
U2 - 10.3233/FAIA240425
DO - 10.3233/FAIA240425
M3 - Conference contribution
AN - SCOPUS:85217022683
T3 - Frontiers in Artificial Intelligence and Applications
SP - 141
EP - 144
BT - Artificial Intelligence Research and Development - Proceedings of the 26th International Conference of the Catalan Association for Artificial Intelligence
A2 - Alsinet, Teresa
A2 - Vilasis--Cardona, Xavier
A2 - Garcia-Costa, Daniel
A2 - Alvarez-Garcia, Elena
PB - IOS Press BV
T2 - 26th International Conference of the Catalan Association for Artificial Intelligence, CCIA 2024
Y2 - 2 October 2024 through 4 October 2024
ER -