IQ - Quality of Interaction in Tourism
The project uses digital guest reviews and data-based analysis to improve the quality of interaction in tourism and to sustainably strengthen hospitableness.
Factsheet
- Schools involved School of Engineering and Computer Science
- Institute(s) Institute for Data Applications and Security (IDAS)
- Research unit(s) IDAS / Applied Machine Intelligence
- Strategic thematic field Thematic field "Humane Digital Transformation"
- Funding organisation Others
- Duration (planned) 01.02.2025 - 31.12.2026
- Head of project Prof. Dr. Mascha Kurpicz-Briki
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Partner
RDK
Universität Bern - Keywords Natural Language Processing, Machine Learning, Tourism, Interaction Quality
Situation
This project is a continuation of a successful Innotour pilot project in which an automatic measurement method for hospitableness using natural language processing (NLP) was developed and tested for the first time. The focus is on evaluating digital guest reviews based on defined criteria in order to gain as accurate a picture as possible of the quality of interactions.
Course of action
The planned continuation of the project extends the use of this procedure to additional destinations and optimizes the methods for data collection and analysis. This will provide even more precise insights into existing strengths and possible areas for improvement. This will enable all parties involved to gain a deeper understanding of how guests perceive their experiences and where targeted measures to improve hospitableness can be applied. Automated data processing ensures that the results are continuously updated and made available to the destinations in an understandable form, so that they can be integrated directly into their daily work. This enables measures to be implemented quickly and continuously adapted to increase guest satisfaction and sustainably improve the quality of interactions.
Looking ahead
The project thus makes a significant contribution to the competitiveness of tourism by establishing a data-based and future-oriented approach to promoting a culture of hospitableness, while also developing innovative measures to sustainably improve the guest experience.
