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With the improved reliability of AI technology, more industries are embracing AI, including the hospitality industry. With time, all hotels will eventually have to embrace a level of AI in order to reduce operating costs on customer support. By incorporating AI, customer experience improves, brand awareness increases, and customer loyalty goes up, leading to higher margins. Areas that can accommodate AI in the hotel industry include AI personal assistants, room control systems, robots and consolidated services like HR and finance.

For example, Connie is an AI robot being used by Hilton in order to provide tourists with information. The robot can understand natural language and uses AI from IBM Watson. The Dorchester Collection hotel chain uses AI to comb through huge amounts of data and give important insights on current and potential customers. The Dorchester hotel chain utilizes the Metis AI platform. This platform gets data from surveys and online reviews and generates important insights. Radisson Blu Edward is a chatbot that is able to attend to customers at whatever time of the day. Edward can answer most of the questions in very human like temperaments and if he is unable to answer he will connect you to a human operator. Edward uses CXP AI by Aspect Software UK.

It’s clear that AI in the hospitality sector can be used in many different ways, with intelligent assistants being the most popular use case. Intelligent analytics can also help hotels uncover patterns in their clients’ data and increase their profitability. AI is forecasted to increase over the next few years, as we will also see smaller hotels adopting the same techniques, since AI is becoming cheaper and easier to use.

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