Development of an AI-Based Marine Tourism Chatbot with Multilingual Voicebot

Sigit Auliana; Ombi Romli; Ahmad Munawir

doi:10.35877/454RI.jinav4663

Authors

Sigit Auliana Universitas bina Bangsa
Ombi Romli Universitas bina Bangsa
Ahmad Munawir Universitas bina Bangsa

DOI:

https://doi.org/10.35877/454RI.jinav4663

Keywords:

Smart tourism; artificial intelligence; chatbot; voicebot; coastal tourism; multilingual system

Abstract

The rapid growth of coastal tourism in Banten Province has intensified the demand for innovative digital solutions capable of improving information accessibility, service efficiency, and visitor experience. This study presents the development and evaluation of an artificial intelligence–based interactive chatbot integrated with multilingual voicebot capabilities to support smart tourism services at major coastal destinations in Banten, Indonesia. The proposed system combines natural language processing, automatic speech recognition, text-to-speech synthesis, and geospatial information services within a unified mobile application environment to enable interactive, context-aware, and inclusive tourism information delivery. A multilingual tourism dataset consisting of 720 validated question–answer pairs across seven languages was constructed and utilized to fine-tune a transformer-based language model. The system architecture was designed to support real-time interaction through an asynchronous backend and optimized processing pipeline. System performance was evaluated using quantitative metrics, including BLEU score for conversational accuracy, word error rate for speech recognition, mean opinion score for speech synthesis quality, and response latency analysis. In addition, field testing was conducted with 50 users at several coastal tourism sites to assess usability and user satisfaction. The evaluation results demonstrate strong system performance, achieving an average BLEU score of 82%, a word error rate of 12%, a mean opinion score of 4.2, and an average response time of 0.7 seconds. User evaluation further indicates a high level of usability and overall satisfaction. These findings confirm that the proposed chatbot system effectively enhances tourism information services in coastal destinations and provides a scalable technological foundation for sustainable smart tourism development in regional tourism contexts.

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