Artificial Intelligence (AI) and robotics are revolutionizing customer service in the hospitality industry. Hotels worldwide are adopting these technologies to enhance guest experiences, according to Sanjeev Nanda, a leader in the field.
Nanda emphasizes that AI enables hotels to personalize services by analyzing data on guest preferences and past interactions. AI chatbots and virtual assistants provide 24/7 support, allowing for quick and accurate responses to guest needs.
Leading hotels use AI-driven systems to recommend dining and activities based on individual guest profiles. For instance, Hilton's AI concierge, Connie, and The Cosmopolitan's chatbot, Rose, assist guests with reservations and local recommendations.
The global hospitality robotics market, valued at $1.36 billion in 2020, is projected to grow to $11.52 billion by 2027. Robotics enhances efficiency in housekeeping and room service, allowing staff to focus on more complex tasks. The Henn-na Hotel in Japan is notable for being fully staffed by robots.
Nanda notes that robotic technology reduces operational costs and enhances service consistency. Many hotels are now using robots for contactless service delivery, catering to travelers' preferences for low-contact interactions post-pandemic.
AI also improves security with facial recognition for check-ins, streamlining the process and enhancing guest safety. Automated kiosks equipped with AI reduce wait times and simplify arrivals and departures.
Despite the benefits, Nanda acknowledges challenges such as high initial costs and the need for staff training. He advocates for a balanced approach, combining technology with the human touch to enhance guest interactions.
Nanda envisions a future where AI and robotics are integral to hospitality, improving efficiency and personalization. He asserts that investing in these technologies is essential for hotels to remain competitive in a dynamic market.