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Understanding the Impact of Artificial Intelligence and Robotics in the Tourism and Hospitality Industry Through Customer Experience: A Systematic Literature Review
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Author(s): Aastha Jain (Vaish College of Engineering, Rohtak, India), Kuldeep Singh (Amity University, Gurugram, India)and Preeti Jain (Hindu Girls College, Sonipat, India)
Copyright: 2024
Pages: 22
Source title:
Impact of AI and Tech-Driven Solutions in Hospitality and Tourism
Source Author(s)/Editor(s): Mohammad Badruddoza Talukder (International University of Business Agriculture and Technology, Bangladesh), Sanjeev Kumar (Lovely Professional University, India)and Pankaj Kumar Tyagi (University Institute of Tourism and Hospitality Management, Chandigarh University, Mohali, India)
DOI: 10.4018/979-8-3693-6755-1.ch017
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Abstract
In the current scenario, the role of artificial intelligence is becoming crucial as it can perform challenging tasks and actions with less time and more accuracy. There is a need for more extensive research in the domain of artificial intelligence in the hospitality and tourism industry. Hence, this study investigates the impact of artificial intelligence and robotics on the employment and skill requirements of the hospitality and tourism workforce. This study also uses AI and robotics to enhance the personalized customer experience. Researchers employed a systematic literature review and applied the PRISMA technique to present an extensive and in-depth analysis of existing research on adopting AI and robotics in the tourism and hospitality industry. This research will also help managers focus on digital marketing and promote artificial intelligence's role. Further research should investigate the 'digitalization' of guest experience and quality of services in hospitality and tourism.
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