IMPLEMENTATION OF AI IN THE HOSPITALITY INDUSTRY

AI is likely to be either the best or the worst thing to happen to Humanity – Stephen Hawking

n coming years, it’s very likely that almost all industries will be impacted by new waves of technological innovation as current trends in the hospitality suggest that the industry is looking to shift to new ways to satisfy consumer’s ever growing curiosity of choice and personalized digital content. AI helps analyze data, brings value in assimilating patterns, and turns it into meaningful and actionable insights to help travel and hospitality companies make informed decisions.

Key drivers of AI in Travel and Hospitality is Operational efficiency, Revenue enhancement, Sustainable growth and consumer experience. . Many hotel chains have started using an AI concierge. One great example of an AI concierge is Hilton World wide’s Connie, the first true AI-powered concierge bot. Connie stands at two feet high and guests can interact with it during their check-in. Connie is powered by IBM’s Watson AI and uses the Way Blazer travel database. It can provide succinct information to guests on local attractions, places to visit, etc. Being AI-driven with self-learning ability, it can learn and adapt and respond to each guest on personalized basis.

Intelligent travel assistants Chabot technology is another big strand of AI. A Chabot like Skyscanner is able to cut through the noise, connecting with consumers in their own time and in the social media spaces they most frequently visit. Having said these, one thing technology cannot do is to provide that human touch providing warmth and empathy which is the primary need of hospitality.

The travel and hospitality industry transformation will morph into experience-driven and asset-light business, and wide adoption of AI will usher a new-age customer experience and set a benchmark for other industries to emulate.