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The Impact of Artificial Intelligence and Automation in Transforming the Hospitality Sector
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Author(s): Gaurav Bathla (CT University, India), Ashish Raina (CT University, India), Varinder Singh Rana (City University, Ajman, UAE)and Bharat Bhushan (The ICFAI University, India)
Copyright: 2025
Pages: 12
Source title:
Transforming the Service Sector With New Technology
Source Author(s)/Editor(s): Varinder Singh Rana (City University, Ajman, UAE), Gaurav Bathla (CT University, India), Ashish Raina (CT University, India)and Divoy Chhabra (CT University, India)
DOI: 10.4018/979-8-3693-7447-4.ch033
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Abstract
The hospitality industry is experiencing a significant transformation due to the rise of Artificial Intelligence (AI) and automation. This chapter explores the diverse effects these technologies have on the hospitality sector, showcasing both the opportunities they present and the challenges they bring. AI and automation are transforming customer service, operational efficiency, and personalised guest experiences. AI-powered chatbots and virtual assistants enhance client interactions by responding quickly and accurately, as well as supporting easy booking processes. Automation in tasks such as check-in, check-out, and room service improves efficiency, reduces human error, and optimises operations. The chapter looks at how data analytics and AI-driven insights can help hotels predict client preferences and customise services to match individual needs, resulting in increased guest happiness and loyalty. This Chapter emphasizes the need for a strategic approach to integrating AI and automation, ensuring they enhance rather than replace the human touch that is fundamental to hospitality.
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