Binesh Nasim, Ponnada Kalpana, Syah Ahmad
Department of Tourism, Hospitality, and Event Management, University of Florida, Gainesville, FL, 32611, USA.
College of Engineering, Department of Computer Science Gainesville, University of Florida, Gainesville, FL, 32611, USA.
J Gambl Stud. 2025 Sep 5. doi: 10.1007/s10899-025-10422-x.
In this study, a total of 41 experts were interviewed in two phases (2021 and 2023). The interviews were transcribed and examined with advanced machine learning models like k-mean clustering and BERT. The findings revealed five main themes: human-AI collaboration, regulatory changes, AI model development, gaming system and player engagement, and AI ethics and risks. The findings show a shift from the experimental nature of AI in 2021 to emerging patterns of terns personalized player interaction, data-driven decision-making, and predictive analytics. Challenges were detected (e.g., regulatory gaps, algorithmic bias, operational integration, fraud prevention, and responsible gambling), and solutions were provided to address them. This research contributes to understanding AI's transformative role in the hospitality and tourism industry, providing actionable insights for operators, regulators, and researchers navigating the balance between innovation and responsibility.
在本研究中，分两个阶段（2021年和2023年）共采访了41位专家。访谈内容被转录，并使用k均值聚类和BERT等先进的机器学习模型进行分析。研究结果揭示了五个主要主题：人机协作、监管变化、人工智能模型开发、游戏系统与玩家参与度，以及人工智能伦理与风险。研究结果表明，从2021年人工智能的实验性质转向了个性化玩家互动、数据驱动决策和预测分析等新兴模式。发现了一些挑战（如监管空白、算法偏差、运营整合、欺诈防范和负责任赌博），并提供了解决方案来应对这些挑战。本研究有助于理解人工智能在酒店和旅游业中的变革性作用，为运营商、监管机构和研究人员在创新与责任之间寻求平衡提供了可操作的见解。
