Artificial Intelligence (AI) is a technology that enables machines to mimic human intelligence. Artificial Intelligence is machine learning, deep learning, and generative
- Machine Learning (ML) is a subset of AI that uses algorithms to
automatically learn insights and recognize patterns. - Deep Learning (DL) is a subset of ML
that simulates the complex decision-making power of the human brain. - Generative AI (Gen-AI) is a subset of DL that can generate new content (text, imagery, audio, and video).
PricewaterhouseCoopers research shows global GDP could be up to 14% higher in 2030 as a result of AI – the equivalent of an additional $15.7 trillion – making it the biggest commercial opportunity in today’s fast-changing economy, impacting 60% of all jobs.
Findings suggest emerging markets and developing economies face fewer immediate disruptions from AI. At the same time, many of these countries don’t have the infrastructure or skilled workforces to harness the benefits of AI, raising the risk that over time the technology could worsen inequality among nations.
Chatbots for the Hospitality Industry
- AI Chatbots facilitate 24/7 customer support and almost instant response times.
- Itinerary Builders can provide a curated list of activities based on guest preferences.
- AI Language Translation provides guests with immediate access to information in their preferred language.
- Hyper-personalization allows for more tailored upselling opportunities and in-room experiences.
- AI Insights aggregate and analyze guest feedback for insights to constantly improve.
- Scheduling & Workflow Optimization allows businesses to schedule and utilize their teams more efficiently.
- Social Media AI Tools assist with generating social media calendars, images, captions and relevant hashtags.
Predictive Maintenance uses AI, IoT sensors and data analytics to monitor
equipment and predict failures.
- Energy Management allows hotels to reduce energy usage and help achieve sustainability goals.
- Food Waste Management uses AI to scan, recognize, and provide detailed data on wasted food.
AI can also help with guest reviews:
AI-powered review summaries give a brief, digestible overview of each
hotel based on real guest reviews.
- Expedia’s New AI Assistant “Romie” assists with planning, shopping, and booking, and even lends a hand when something unexpectedly changes during a trip — serving as your travel agent, concierge, and personal assistant, all in one.
Responsible AI is the practice of developing and using AI systems in a way that benefits society while minimizing the risk of negative consequences.
For example, Air Canada was ordered by a Canadian court to refund passengers after its AI chatbot misled consumers.
Criminals leverage AI to find vulnerabilities and create more effective phishing attacks.
However, the use of AI can help to meet the evolving expectations of guests and improve competitiveness. It can create opportunity to redefine service excellence and reduce operational costs while improving sustainability practices.
