With the continuous development and popularization of artificial intelligence technology, chatbots, as an innovative service tool, are gradually demonstrating their significant application potential in the field of civil aviation. Chatbots can engage in real-time interactions with passengers through natural language processing technology, providing personalized services. This scoping review aims to provide a preliminary analysis of the current status, advantages, challenges, and future prospects of chatbot applications in the field of civil aviation passenger services. This review was conducted in accordance with the PRISMA extension for scoping reviews guidelines. Studies were identified by searching five prominent databases - Scopus, ACM, IEEE Xplore, Springer Link, and Web of Science - covering the period from 2015 to 2024. Chatbots have demonstrated significant potential in various applications within civil aviation passenger service, including flight inquiries, ticket booking, customer support, and baggage tracking. Existing literature indicates that chatbots can significantly enhance passenger satisfaction and loyalty by providing personalized and convenient service experiences. Additionally, they can reduce operating costs and improve service efficiency for civil aviation participants. However, challenges such as technical limitations in natural language processing and privacy protection issues remain to be addressed.
Read full abstract