Travelers are lukewarm to the idea of automation. A recent study by travel technology company Travelport shows most travelers (77%) have already interacted with a chatbot, although it doesn’t specify if the exchange was positive or negative.
Two decades ago, if I were to have asked you what the world would look like in 2020, what would you have said? Would you have anticipated the steady rise of self-service technology, tools allowing for instant gratification across all aspects of our life, and artificial intelligence? The autonomous vehicle? The seemingly endless runway of possibility stretches before us, with the help of cutting-edge platforms that were once merely a futuristic concept?
Beneficial both for the guest and the hotel, self-service represents an important part of hospitality’s future
At hotels around the world, the friendly face of a concierge who remembers your name could soon be replaced by technology that aims to do just the same.