
- Guest Service / Customer Experience Mgmt
- Artificial Intelligence: No Substitute for the Human Touch in Hospitality
Evidence suggests that for hospitality businesses, the impact of AI to date has been generally positive. The research also seems to indicate that customers are open to the use of AI, although they are concerned about automation replacing face-to face human interactions. Hospitality organizations should therefore utilize a combination of artificial and human intelligence to effectively compete on customer experience. READ MORE