Integrating ChatGPT Voice Chat As “Virtual Guest” In Enhancing Communication Skill Using Technology Acceptance Model (TAM): A Preliminary Study

Abstract

This preliminary study explores the integration of ChatGPT Voice Chat as a “Virtual Guest” to enhance communication skills among hospitality students, using the Technology Acceptance Model (TAM) as a guiding framework. The objective was to address skill gaps in communication, critical thinking, and problem-solving within hospitality education by implementing AI-driven simulation in a Front Office module. Using the design thinking process, two emotionally varied guest scenarios were developed and tested with 17 students. Quantitative data were analyzed using Spearman’s correlation, while qualitative insights were gathered through open-ended reflections. Findings revealed very strong, significant correlations between Perceived Usefulness (PU), Perceived Ease of Use (PEOU), and communication skill enhancement. Thematic analysis further confirmed gains in confidence, clarity, empathy, and real-world readiness. This study provides novel evidence that AI-based voice simulations can meaningfully enhance soft skills training and support the relevance of TAM in evaluating educational technology adoption. The approach offers a scalable, interactive, and emotionally engaging alternative to traditional role-play, potentially transforming how communication skills are taught in hospitality education.