In an era of personalisation, Artificial Intelligence (AI) can help the hospitality industry serve up better experiences for customers. And rather than be feared, it should be embraced.
AI has become a buzzword across industries over the past year with the advent of generative AI, but it has been in use for over a decade. During a panel discussion at World Travel Market Africa 2024 last week, industry experts discussed how the hospitality sector should be viewing the technology.
Louise Hibbert, Director of IT for the SHR Group said people who use streaming services like Netflix and Spotify daily, are already being exposed to AI without even realising it.
“It’s subliminal, not intrusive and they’re serving up content I like, based on who I am, where I am from. So AI is allowing us to move away from bog standard, general content into the personalisation-era” she said.
And while there is concern about AI replacing people, the panel was clear that human beings are essential in…