Abstract
The use of AI technology in the hospitality sector is revolutionizing how
hoteliers conduct business by increasing the potential for a seamless guest experience,
accelerating growth, and maximizing revenue. Hence, this chapter looks at changes
brought about by AI on the tourist industry's focus on customer service and the
hospitality industry in emerging economies. AI is used in hospitality via chatbots; data
analysis; a wide range of languages; effectiveness and automation; voice-activated
functions; easy reservations; and hyper-dynamic pricing. On AI on customer work
history in the hotel and tourist sector, the following were discovered from literature:
applying intelligence to improve business procedures; contacting and talking to clients;
responding to comments from our clients; understands customers language; customers
self-service; information; reservation, and checking out; fuels the visitor's
journey/experience; provide better service; enhance the reservation process; make
predictions; teamwork; and consistently provide for the needs of guest/customers; and
customer loyalty; customer issues resolution; analyzing the competition; predictive
segmentation; projecting occupancy; improved productivity and effectiveness;
visitors/guest satisfaction; easy and efficient reservations; proactive servicing;
personalization of customer service; AI helps the promotion/marketing of hospitality
sector; monitoring of brand or company; paperless or electronic registration; safety
enhancements; better customer interactions; and accurate forecasts. Finally, AI and the
future of hospitality are contingent on: Assimilation into the Internet of Things; greater
participation; increased scope for customization; best experiences; and VR and AR. It
was concluded that indeed, the hotel business is predicated on satisfying customers and
meeting their ever-evolving needs. Therefore, AI will fundamentally alter the hotel
sector.