CHALLANGES AND OPPORTUNITIES OF AI IMPLEMENTATION IN TOURISM: AN ETHICAL AND TECHNOLOGICAL PERSPECTIVE

Abstract

The worldwide tourist sector is undergoing a dramatic shift, driven by the integration of artificial intelligence (AI) technologies that promise extraordinary improvements in service personalization and operational efficiency. However, the adoption of AI raises substantial ethical concerns, notably those related to data protection and decision-making transparency. The main aim of this study is to investigate the transformative influence of AI in tourism, specifically emphasizing how AI-driven technologies improve service personalization and consumer experiences. The research aims to identify and assess the ethical and technological obstacles associated with AI integration in the sector, proposing strategies for its responsible and sustainable adoption. The study, based on a quantitative analysis of 142 participants surveyed in Albania between July and August 2024, focuses on tourists' perceptions of the benefits and risks associated with AI-driven services, with a focus on personalization, privacy, and technological barriers that may impede widespread adoption.

The findings indicate that AI-driven personalized services significantly enhance tourist satisfaction, with respondents reporting higher levels of contentment when utilizing tailored services. However, ethical dilemmas and data privacy concerns emerged as prominent issues, with many travelers expressing apprehension about the collection and use of personal data. This highlights the necessity for transparent data practices and ethical considerations in AI deployment. Additionally, the study reveals that while there are challenges related to technological readiness, tourists perceive considerable opportunities for AI to streamline processes and enhance their travel experiences.

This research underscores the importance of balancing technological advancements with ethical considerations in the tourism industry. To address the identified concerns, the sector must prioritize transparency in AI algorithms and robust data privacy measures, fostering responsible AI adoption that enhances consumer trust. These insights contribute to the ongoing discourse on AI's transformative potential in tourism and provide a foundation for future research aimed at understanding and addressing the ethical implications of AI integration.