Application of AI and robotics in hospitality sector: A resource gain and resource loss perspective

Every aspect of the tourist experience has been transformed and automated due to the recent development and application of advanced technology like Artificial Intelligence and robotic services. Tourism and hospitality have seen tremendous changes due to the transformation brought about by the growth of information and communication technologies (ICT). This article will review current research and literature on Artificial Intelligence (AI) and robotics use in hotels and hospitality. The study will majorly centre on three filed of AI and automation applications. First, it explores the present position and current application of artificial intelligence and automation like robotics research in daily modern contemporary society, showcasing their use in each sector of the tourism and hospitality sectors; secondly, it analysed the Artificial intelligence and robotics impact on employment and job opportunities, consumers, and as well as businesses and society at large. Lastly, it examines the possible future trends of AI and robots in the tourism and hospitality sector to see what advantages or dangers may be derived from their use.

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Artificial Intelligence in the Hospitality Sector

Insights, Innovation, and Analytics for Optimal Customer Engagement - Advances in Marketing, Customer Relationship Management, and E-Services ◽

10.4018/978-1-7998-3919-4.ch013 ◽

2021 ◽

pp. 257-278

Author(s):

Debdutta Choudhury

Keyword(s):

Artificial Intelligence ◽

Machine Learning ◽

Cost Benefit Analysis ◽

Cost Benefit ◽

Changing Roles ◽

Hospitality Sector ◽

Long Term Impact ◽

The Cost ◽

And Robotics

Hospitality is one of the most important sectors of the economy and offers employment to thousands of people. The recent advances in technology has seen that quite a few of the players in this industry have successfully deployed artificial intelligence, machine learning, and robotics. This chapter delves into the details of such deployment in the various processes in this sector and discusses the short-term, medium-term, and long-term impact of these technologies on all the major stakeholders of this industry. The author also looks at the cost benefit analysis of this technologies and concludes that most players sooner, rather than later would be forced by competition to strongly adopt them. The chapter also briefly discusses the changing roles of human employees in this scenario.

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