The Artificial Intelligence is a term applied when a machine has the capability to imitate intelligent human behavior. This totally new kind of technology is more and more developed and used in different areas and especially now in tourism. Artificial Intelligence is going to revolutionize the hospitality industry and the experience of the customers will totally change. For instance in future hotel the receptionist could be replaced by a mirror of facial recognition. Once the customers will be identified, the room will be adapted according to the guests’ wishes, such as the temperature, ambiance, lighting and so on. Thanks to the use of the personal database, the IA will totally personalize the service according to the preferences of the guest. This new technology is particularly used by luxurious hotels which answer to the high and exigent guests’ requirements. This new gadget is not only in favor of the guest but also hoteliers: they will strengthen their knowledge on their guests. The hotelier will know the needs of the clients before that they express their desires. The hotel will collect the guest information during the booking via internet but also thanks to the technology called “beacon”. Thanks to beacon, Artificial Intelligence will observe the habits of the customers then the hotel will keep the guests loyal by offering a personalized service or by selling them added products. For instance if the hotel knows that the guest is coming with his family, it will propose him a discount on the kid menu. This new type will strongly increase the hotel industry’s profitability. There is also another technology called Virtual Reality which enable users to perceive the hotel as a place instead of set of images. This gadget allow a hotel to reach a larger customer base as the guests can visualize themselves in their rooms, to visit the restaurant or swimming pool. To conclude the article suggests this new technology will increase the satisfaction of customers as well as the increase of the hotel revenue.
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However, IA gives rise to a number of questions. According to a study published by Mckinsey & Company 66% of tasks performed in hospitality industry could be achieved by IA. It represents 53,9 million jobs across the globe, creating million of unemployed people if they are replaced by humanoids and robots. Are people ready to leave their jobs to machines ? The revolution of IA will for sure disrupt the tourism industry and encounters some pessimistics despite a huge potential: again according to Mckinsey & Company thanks to the increase in productivity and in wages, people’s demand for tourism will increase and generate extra revenues and jobs in return. The next issue raised by IA will be around data protection. More and more data will be collected and used opening the way to even more cases like the Facebook Cambridge Analytica.
Would you trust IA to take care of you during your vacations? Would you be afraid to reveal even more personal data in order to receive a completely personalised experience ?
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