The Impact of AI on the Hospitality Industry | by Willa Zhou | Towards Data Science - 0 views
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Countless hospitality industry leaders are increasingly leveraging the use of one specific tool in their hotels to increase personalization and exceed customer expectations: artificial intelligence or more commonly known as AI.
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More and more hotels, especially large global hotel chains such as Marriott International, Hilton Hotels & Resorts, and Caesars Entertainment, have started implementing the use of AI in their hotels in the form of chatbot messaging, AI powered customer service, and data analytics in hopes of redefining the current industry standards on a personalized guest experience.
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Marriott International, for example, has multiple chatbots including Marriott Rewards chatbots which are available on various platforms such as Facebook Messenger, Slack, WeChat, and Google Assistant (Bethesda
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By allowing guests to communicate in their native languages, chatbots seamlessly remove the language barrier with guests from all over the world
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ilton introduced the world’s first AI powered hotel concierge robot named Connie, after its founder Conrad Hilton,
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Connie was developed in collaboration with IBM with three main goals in mind: to decrease wait time in line, provide added efficiency in hotel operations, and surprise guests with an innovative and completely unique too
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Connie is able to inform guests on hotel features, local attractions, and dining recommendations just like any front desk agent, concierge, or hotel phone operator would
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Besides customer service improvements through chatbots and concierge robots, AI has also impacted the hospitality industry with the use of data analytics.
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AI demonstrates a real promise in increasing convenience, enhancing personalization, as well as raising satisfaction and loyalty for hotel guests
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This article talks about AI in hotels. For example, the article mentioned the use of chat boxes for Marriot International. Another example is Connie, the first AI powered hotel concierge robot at the Hitlon. It is a unique tool and can help decrease wait time and provide added efficiency in hotel operations.