Dr Erin Chao Ling
Academic and research departments
Surrey Institute for People-Centred Artificial Intelligence (PAI), Surrey Hospitality and Tourism Management, Faculty of Arts and Social Sciences.About
Biography
Erin is a Lecturer (Assistant Professor) in Artificial Intelligence (AI) and the Future of Work, holding a joint role in the Surrey Institute for People-Centred AI and the School of Hospitality and Tourism Management at the University of Surrey. With a keen focus on the intersections of AI, people, culture, and society, Erin's expertise lies in researching the applications and implications of AI (opportunities and risks of AI) in different sectors, including services, hospitality, travel, marketing, and human resources. Her work centres around AI transformation in businesses, human-AI interaction, user/consumer behaviour, and the ethical considerations of AI-assisted systems.
Currently, Erin is engaged in various cutting-edge research projects, including human-AI team collaboration, AI skills and education/training, the acceptance and use of AI Assistants (e.g., chatbots and voice assistants), service robots, and the wider adoption and ethical implications of AI technologies. She strongly advocates for the responsible, trustworthy and inclusive use of AI, driven by a genuine desire to enhance the quality of human life.
In addition to her academic contributions, Erin has made notable appearances as a speaker and writer on the subject of AI and jobs. Her insights have been featured in renowned global publications such as The Guardian, SkyNews, and FORTUNE. Erin actively participates in All-Party Parliamentary Group (APPG) meetings related to Youth Affairs, AI and its impact on various sectors. By engaging with policymakers, industry experts, and fellow researchers, she contributes to the discussions surrounding AI policy, regulation, and the future of work. Her involvement in APPG meetings further demonstrates her commitment to shaping the responsible and inclusive use of AI technology in society. Erin provides consultancy work to government agencies (e.g., the UK Foreign Commonwealth Development Office) on the responsible adoption of AI and its ethical regulations.
Erin's academic journey includes the successful completion of a PhD in Tourism and Hospitality Management, specialising in users' acceptance and utilisation of AI Assistants for travel, from the University of Surrey (2018-2021). Prior to doctoral studies, she obtained her MSc in Management from the University of Bristol (2016-2017), UK. Erin's entrepreneurial spirit led her to establish and serve as the Founder and CEO of a business service company, as well as the General Manager of a travel agency in China from 2013 to 2020.
My qualifications
Affiliations and memberships
News
In the media
Sky News Special AI Programme: AI Future
Starting: 44:41
ResearchResearch interests
- AI and Society
- AI in Workplace and Workforce; AI skills, jobs, training, labour market, employment
- Human-AI Collaboration/Teaming
- Human-Robot Interaction
- AI Assistants (Chatbots & Voice assistants)
- AI-assisted Systems Acceptance (opportunities and risks of AI)
- User Behaviour; Decision-makings
- AI, Robotics, and Automation in Services/Travel, Tourism, and Hospitality
- Responsible AI; Trustworthy AI; Ethics of AI Systems
Research projects
Advancing AI Agenda in ThailandI lead a project (£39,000) titled 'Advancing AI Agenda in Thailand' to promote the adoption and responsible use of AI, providing consultancy work for the British Embassy Bangkok, the Foreign, Commonwealth & Development Office (FCDO) to provide best practices of AI standards and regulations to the Thai government and policymakers (October 2023 - March 2024).
Perceived Fairness of AI-powered Video InterviewingFunded by A&H IAA (May 2023)
Artificial Intelligence Adoption and Youth Employment in Developing CountriesFunded by University of Surrey FASS Pump-priming Grant (November 2022)
Partnership Building to Co-Create PhD Research with IndustryThe purpose of this engagement is to find out the key issues around the implementation of AI systems, especially with regards to user experiences in human-chatbot interaction.
Funded by ESRC Southeast Network for Social Science (SeNSS) November 2018 - February 2019.
Research interests
- AI and Society
- AI in Workplace and Workforce; AI skills, jobs, training, labour market, employment
- Human-AI Collaboration/Teaming
- Human-Robot Interaction
- AI Assistants (Chatbots & Voice assistants)
- AI-assisted Systems Acceptance (opportunities and risks of AI)
- User Behaviour; Decision-makings
- AI, Robotics, and Automation in Services/Travel, Tourism, and Hospitality
- Responsible AI; Trustworthy AI; Ethics of AI Systems
Research projects
I lead a project (£39,000) titled 'Advancing AI Agenda in Thailand' to promote the adoption and responsible use of AI, providing consultancy work for the British Embassy Bangkok, the Foreign, Commonwealth & Development Office (FCDO) to provide best practices of AI standards and regulations to the Thai government and policymakers (October 2023 - March 2024).
Funded by A&H IAA (May 2023)
Funded by University of Surrey FASS Pump-priming Grant (November 2022)
The purpose of this engagement is to find out the key issues around the implementation of AI systems, especially with regards to user experiences in human-chatbot interaction.
Funded by ESRC Southeast Network for Social Science (SeNSS) November 2018 - February 2019.
Supervision
Postgraduate research supervision
Postgraduate research supervision
PhD Students I currently supervise/co-supervise:
- Haoyue Yu (Primary Supervisor). Topic: Human-AI Collaboration in Digital Tourism Marketing Content Co-creation. Co-supervisors: Professor Iis Tussyadiah; Professor Adrian Hilton
- Christopher Thirgood (Co-Supervisor). Topic: Material Sensing Strategies for Autonomous Robotic Perception. Primary supervisor: Dr Simon Hadfield
- Septi Fahmi Choirisa (Co-Supervisor). Topic: Generative AI for Strategic Foresight in Hospitality. Primary supervisor: Professor Iis Tussyadiah.
Teaching
Teaching in the School of Hospitality and Tourism Management (SHTM):
- MAN2206 Digital Innovation and Data Analytics (UG) 2023/24
- MANM565 Hospitality Information Systems (PG) 2023/24
- MANM517 Hotel Information Systems (PG) 2022/23
- MANM502 Hospitality Information Systems (PG) 2021/22, 2022/23
- MAN2130 Technology, Media, and Data (UG) 2021/22, 2022/23
- MAN3163 Digital Marketing in Tourism and Hospitality and Events (UG) 2021/22
Teaching in the Surrey Institute for People-Centred AI:
- MANM519 Topics in People-centred AI (PG) 2023/24
Publications
Highlights
- Ling, E. C., Rogoyski, A., & Firlej, M. (2024). Advancing AI Agenda in Thailand. A closed report exclusively for the Foreign, Commonwealth & Development Office (FCDO) and the Electronic Transactions Development Agency (ETDA).
- Ling, E. C., Tussyadiah, I., Liu, A., & Stienmetz, J. (2023). Perceived Intelligence of Artificially Intelligent Assistants for Travel: Scale Development and Validation. Journal of Travel Research, 0(0). https://doi.org/10.1177/00472875231217899
- Ling, E.C. (2023, May 22). AI will take some jobs, but mass unemployment isn’t inevitable. The Guardian. https://www.theguardian.com/commentisfree/2023/may/22/ai-jobs-policies?CMP=Share_iOSApp_Other
- Thirgood, C., Hadfield, S. J., Maldonado, O.M., Ling, E.C., Storey, J. (2023). RaSpectLoc: RAman SPECTroscopy-dependent robot LOCalisation. 2023 IEEE/RSJ International Conference on Intelligent Robots and Systems (IROS 2023). https://ieeexplore.ieee.org/abstract/document/10342198
- Ling, E.C.,Tussyadiah, Liu, A. (2022). Holidays for People with Dementia: Current State of Technological Facilitation. [Best Paper Award in Hospitality Management at the CHME 2022 Conference]
- Tussyadiah, I., Tuomi, A., Ling, E.C., Miller, G., Lee, G. (2021). Drivers of organizational adoption of automation. Annals of Tourism Research, 93(C)103308 DOI: https://doi.org/10.1016/j.annals.2021.103308
- Ling, E. C., Tussyadiah, I., Tuomi, A., Stienmetz, J., & Ioannou, A. (2021). Factors influencing users' adoption and use of conversational agents: A systematic review. Psychology & Marketing, 38(7), 1031-1051. DOI: https://doi.org/10.1002/mar.21491
- Tuomi, A., Tussyadiah, I., Ling, E. C., Miller, G., & Lee, G. (2020). x=(tourism_work) y=(sdg8) while y= true: automate (x). Annals of Tourism Research, 84, 102978. DOI: https://doi.org/10.1016/j.annals.2020.102978 [IFITT Journal Paper of the Year Award]
- Ling, E.C.,Tussyadiah, I. (2019). DesigningTravel Bots. Hack Hospitality Series. University of Surrey.