Hoteliers will benefit from a carefully planned AI implementation

The hotel industry has been slow to adopt AI, and given the regulatory landscape, hoteliers should take a cautious approach rather than rush in

In a hospitality AI webinar, Olivier Abtan, managing director at AlixPartners, emphasized the need for hoteliers to effectively use data while managing risk. He noted that while 70% of guests find AI chatbots helpful for simple queries, they prefer human interaction for complex requests.

Key takeaways

• Abtan noted that AI brings both benefits and challenges to the hotel industry. Poor implementation can lead to guest dissatisfaction and privacy concerns. Although implementing AI can be expensive, the cost of not doing so can be even greater;
• Heather Catchpole, privacy and data protection associate at Bird & Bird, emphasized that every hotel company must assess AI risks across sales, marketing, guest experience, and operations;
• The nature, source, and ownership of data are critical factors that will shape how the hotel industry adopts AI. Ina Plunien, Vice President at Cedar Capital Partners, mentioned that compliance adds a layer of complexity to this process.

Get the full story at HNN