Artificial Intelligence for Innovative Customer Services in the Hospitality Industry of India

Abstract

Artificial intelligence (AI) is a new technology that has been applied in tourism and hospitality businesses to enhance customer experiences. In hospitality industry, there have been researches about AI applications, yet it is not widely applied in hotels in Indian aspect. Therefore, the purpose of this chapter is to identify the customer experience from use of AI in hotels in India. The research methodology used in the study was quantitative research with field survey. The target respondents were contacted in national capital region (NCR) of India for data collection. The survey results came out quite surprising with differing opinions of respondents. Most respondents agreed that applying AI is a modern trend to follow. Some of the important points to respondents were always-on service, fast access to service and cleanliness. Many respondents would prefer to interact with employees more than AI machines. Due to the wide knowledge of AI and limitation of the research, further research should be done to gain better perspectives on AI approaches in hotels.