Enhancing User Experience and Crowd Management Services Based on Metaverse and Artificial Intelligence
Adnan Ahmed Abi Sen, Omar Tayan, Nour Mahmoud Bahbouh, Ahmad B. Alkhodre, Kholoud Ali Alsoqour, Amjad Alshehri
Abstract
Digital visitor and user experiences (CX) involving artificial intelligence (AI), virtual reality (VR), augmented reality (AR), and metaverse have attracted much attention in recent years. Such experiences typically involve all interactions that a user has with a service or product at various stages, whilst the overall experience focuses primarily on interactions at the individual level. Moreover, efficient crowd management has been found to significantly enhance overall experience. Comprehensive customer experience has relied on the metaverse as a means for integrating virtual and real worlds in an interactive and engaging manner, which has been amplified following its use with AI technologies. This research proposes a platform to enhance the overall user experience and improve crowd management services by integrating VR, AR, digital twin technologies, and AI. The platform includes a set of proposed metaverse applications that will add new dimensions to the customer's experience. Notably, the platform includes the creation of a virtual smart landmark map so that these landmarks can be visited, and their visit policies can be reviewed prior to the actual visit. Furthermore, the platform proposes a lightweight algorithm to support visitors' decision-making concerning the most appropriate time to visit, based on their preferences and context. In order to enhance user interaction and satisfaction, the algorithm uses real-time analysis of data from landmarks, which will also result with enhanced crowd management efficiency. As a case study, metaverse technologies were applied to a landmark in Al-Madinah, Saudi Arabia. Finally, the proposed platform and its applications will further contribute to data-driven strategic decision-making to improve service levels in various sectors of tourism.