Relevance of Artificial Intelligence in the Hospitality and Tourism Industry

The authors provide a crisp yet in-depth summary of the relevance of artificial intelligence in the hospitality and tourism industry. Focusing on artificial intelligence, the chapter draws the attention of the reader toward its usage and role in the lives of the customers and service providers in the hospitality sector. It also focuses on the costs involved in the incorporation of artificial intelligence in the hospitality industry. Some of the salient features of artificial intelligence in the hospitality sector have been discussed in the chapter by elucidating the benefits of artificial intelligence like financial benefits, technological benefits, and resource management benefits. This chapter sought to project the various factors affecting the role of artificial intelligence in the industry and how the hospitality and tourism industry adopts the technology with time, demand, and expectations of the customer. Both perspectives have been highlighted, i.e., from the customer’s point of view as well as the managerial insights. The overall intention and thrust were to provide the reader with perspectives of the importance of advancing stages of artificial intelligence in the chosen industry along with a few contrasting thoughts as artificial intelligence cannot replace the essence of human touch completely as it is one of a kind of a servicescape involving humans as the most crucial and critical link.