Academy & Industry Research Collaboration Center (AIRCC)

Volume 12, Number 13, July 2022

Voice Chatbot for Hospitality


Sagina Athikkal and John Jenq, Montclair State University, USA


Chatbot is a machine with the ability to answer automatically through a conversational interface. A chatbot is considered as one of the most exceptional and promising expressions of human computer interaction. Voice-based chatbots or artificial intelligence (AI) devices transform human-computer bidirectional interactions that allow users to navigate an interactive voice response (IVR) system with their voice generally using natural language. In this paper, we focus on voice based chatbots for mediating interactions between hotels and guests from both the hospitality technology providers’ and guests’ perspectives. We developed a hotel web application with the capability to receive a voice input. The application was developed with Speech recognition and deep synthesis API for voice to text and text to voice conversion, a closed domain question answering (cdQA) NLP solution was used for query the answer.


Natural Language Processing, Chatbot, Voice Based Digital Assistants, Closed Domain, Question Answering.