I think AI+HT=Future, but not just AI.

Hospitality Industry will have to redefine and re-imagine itself post COVID era, but Human Touch will always remain more relevant, and AI cannot take its place in Hospitality Industry.

The Post-COVID era will surely witness the broader role of AI in the Hospitality sector, but human touch will always maintain its own currency.

I think it depends on some factors. Sometimes the human touch is very needed on the other hand AI can also solve some complicated task so both are equally important in this industry

For collectivist culture human touch will still be preferable

Dear Yashwant

I think that although AI has come a long way, it is not really ready to take over the human touch in the industry because great customer service which is at the heart of delivering amazing customer experience relies heavily on rapport, this emotional connection the service team needs to build with the customer. Without rapport all you will end up with is satisfied customer. With rapport you could have truly satisfied customer and the different is huge. A truly satisfied customer has more chance to become more loyal, come back more often, spend more, provide good review and to become an advocate for the business. All of this means a boost in sales and profit.

And in the end, rapport can only be delivered by a human person, not a machine.

This being said, you could argue that the question is limited to this opposition between two choices when there could be a third avenue to explore!

It could be Human using AI, what is the future of customer service?

This is because CRM (Customer Relation Management) which participate in producing a great experience for the customer and the management of touch points within the customer journey relies heavily on IT systems already and AI is just a touch away from being integrated.

Already Marriott hotel are experimenting a check-in/check-out service using AI in China. They have partnered with Alibaba to use their AI platform and customer who register their details, including a scan of their face can use a self-check-in station where an AI interface will great them, scan their face, compare it to what they have submitted when they booked the room and deliver the key card to access their room.

The traditional reception desk is still there, right next to the AI machines and they still perform the traditional tasks. The gain here is that the staff can now truly focus on the customer that requires more attention, delivering amazing service, while the ones who are in a hurry or do not want this interaction can choose to go to the self-check-in stations. This way a business can improve the level of service offered and improve the customer satisfaction without having to hire more staff, just with a technology investment

As per my opinion we are known for the personal touch to the guest comfort and AI can not replace it completely.

Agreed Dr. Dilbagh

I think AI can replace a lot of chores but human touch is vital in this field, it makes the difference in the guest- employee interaction.

The researchers and innovators are currently working on introducing AI to the tourism and hospitality industry with the intention of avoiding highly contagious nature of the COVID 19. The adoption of AI in tourism and hospitality can increase the efficiency of work, the quality of services, and reduce the financial costs. It may also help to maintain the social distance. However, many also see major challenges in the adoption of AI. For example, wide application and use of robots in the service industries could cause a large number of people to lose their jobs but, it may be a short term solution because people needs human touch when it comes to the services. It is still doubtful whether artificial intelligence can replace the humans. In future, some tourism and hospitality jobs will be lost to robotic technology.

Dear @Yashwant Singh Rawal...AI will replace human interaction in most of sectors for the reasons

1. Perceived quality difference

2. Standardized product or service offering

3. Cost reduction

4. Improved Productivity ( Ex: machine can work 24x7 but a person cannot)

A) This phenomenon will continue for some time ( till every one thinks human emotions are that much required in those services/products)

B) Many of us will become less emotional over time ( already such signs are increasingly visible).

C) there will be a realization, and people will demand ( and enjoy, willing to pay more/ premium) human interaction.

Its like a pendulum....will start drifting to other end. Regards

I think AI+HT=Future, but not just AI.

Artificial intelligence can make our life easier but not in every sector.

Human touch is better, but artificial intelligence may be use for commercial purposes.

Human touch is very crucial despite of this artificial intelligence (A. I) has very much importance in many fields in a variety of ways.

I agree with Elena Nistor....

Digital innovation and technology is shaking up the hospitality industry, with artificial intelligence increasingly being used to enhance the customer experience and make businesses smarter.

Technology and digital innovation is revolutionizing the hospitality industries, with AU increasingly being used to improve the customer experience and make businesses smarter. ... By integrating data from every touchpoint in the hotel, hoteliers can improve customer service, reduce costs and tailor services. https://www.hotel-icon.com/icon-edit/artificial-intelligence

Advances in machine learning and natural language processing have led to a new breed of AI-powered robots that can handle jobs with greater cognitive complexity. Suddenly, machines are showing the potential to handle a vast number of jobs more effectively than humans, including jobs within the hospitality industry. However, human touch is https://www.technology4hotels.com.au/article/will-machines-replace-humans-in-the-hospitality-industry

As the volume of guests increases and the hotels get bigger, the notion of hospitality tends to become more industrialised and less personal, until it eventually loses all of its humanity and personality. In mega hotels and big chains, that unique human touch becomes an expensive commodity, and a one-size-fits-all approach may end up being the prevalent trend. But here is where, AI kicks in: If a hotel struggles to offer their guests a tailor-made experience, then management only needs to make its human touch more scalable. https://hotelmarketingassociation.com/blog/human-touch-in-hotels/