The Development of ChatGPT and Its Implications for the Future of Customer Service in the Hospitality Industry

Abstract

This chapter summarizes the function that artificial intelligence, especially ChatGPT, plays in providing help to customers in the hotel business. Implementing AI-driven solutions radically altered how hotels and other businesses in the hospitality industry communicated with their customers. Chatbots driven by AI models such as ChatGPT were used to address regular inquiries in hotel services. These chatbots helped around the clock, individualized recommendations, and supported several languages to communicate with the hotel customers. Integration with previously installed hotel management systems and ongoing development in response to patrons' comments were standard operating procedures in hospitality. However, it was noted that to deliver unique experiences for hotel guests, it was still necessary to strike a balance between AI and human interaction. The information presented in this chapter implies that artificial intelligence will play an increasingly important role in customer service within the hotel industry; nonetheless, human interaction will always be indispensable.