Are Service Robots the Future of the Hospitality Industry?

Robotics and automation tools are moving into the hospitality sector faster than ever. Artificial intelligence and automation have become increasingly vital in enhancing guest experiences. Over the last few years, service robots have emerged as a popular trend. Experts believe that technology will create both opportunities and challenges for the industry. In this article at Hospitality Net, Reza Etemad-Sajadi and Lionel Saul explain the impact of AI in the hospitality industry.

What Roles Can Service Robots Play?

Studies have revealed that worldwide labor shortages have played a vital role in the demand for robots. Robotic hotel check-in systems will react to cultural differences and expectations and respond to numerous languages. “Robots are increasingly being created with specific features that allow them to perform some of the essential tasks of the industry. For example, service robots can perform some of the functions of a waiter, a barista, or the housekeeping team,” explain the authors.

Today, organizations have developed robot technologies with a higher level of intelligence to make customer engagement more intuitive and natural. In many organizations, human staff collaborates with service robots to overcome bots’ limited social and emotional capacity. Furthermore, hotels also use robots to deliver amenities and food directly to guests’ rooms.

Robot Technologies to Boost Customer Satisfaction

The use of advanced technologies in the hospitality sector has opened up enormous opportunities such as brand awareness and customer loyalty. Here are a few key takeaways from implementing AI in the hospitality industry:

  • Adding human-like features to robots helps organizations boost customer satisfaction in automated service encounters.
  • Studies indicate that consumers strongly preferred robot-staffed hotels over human-staffed hotels, especially during the pandemic. In other words, consumers perceived robots to reduce the risk of virus transmission.
  • Robots perform UV disinfection that humans cannot. They also offer non-contact services such as digital concierge offerings, chatbots, and voice-activated rooms to ensure a safe customer experience.

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