Publication Details
Abstract
Artificial Intelligence (AI) and automation integration in hospitality continues to improve operational efficiency as well as services delivered to customers. Guest interactions suffer from the absence of human touch because of AI-driven technologies including chatbots alongside robotic concierges that use automated check-ins which deliver improved speed and personalization. Businesses face difficulties in maintaining customer satisfaction because their automated services lack the essential emotional intelligence capabilities which the management and specific recommendations could otherwise provide. Studies examining AI’s efficiency impact exist but researchers lack understanding about how the technology affects guest emotional connection and sustainable loyalty. This research project utilizes a dual research method that merges numerical surveys along with personal interviews to both study market behavior and customer sentiments. The research indicates businesses must combine AI systems with human personnel for maintaining personalized services throughout integrated service processes. Practical recommendations within the study establish methods to blend technological innovation with human-centered services which will direct AI adoption in the hospitality industry.