The hospitality industry is transforming rapidly with the advent of technology. 2020 has seen one of the biggest challenges in history in the name of the COVID-19 pandemic.
The growth of the Hospitality and travel industry has been completely derailed due to this pandemic. Let’s have a look at five technology innovations in hospitality set to transform the industry in the coming years.
Yes, ladies and gentlemen, we are speaking about the next generation of the hospitality industry. Technological innovation is set to play the most important role in ensuring the rebound of this industry.
1. AI and Machine Learning Will play a key role
Artificial intelligence (AI) and Machine learning are set to take customer service experience to a new level in the hospitality industry in the coming years.
Personalisation to an extent, not possible earlier will become a reality. The hotel industry and other sectors of hospitality would use more Machine learning and AI to understand and serve customers better.
Some of the examples of how AI is transforming hospitality industry:
- The AI robot adopted by Hilton is known as Connie. Connie is designed to learn and adapt to human beings so the more it interacts with people; the more effective it will be in the future.
- AI is helping immensely to help hoteliers in managing their brands through reviews, utilising customer feedback for benchmarking, managing social channels in real-time, screening negative reviews and more.
- Artificial intelligence is a step forward from machine learning in terms of customer support through chatbots.
- Check-in, check-out, and customer service experience are all set to improve through the utilisation of AI.
2. AR / VR in Hospitality and Travel
Augmented reality and Virtual Reality are set to enhance the travel experience and hotel stay experience. It is definitely coming as one of the topmost hospitality and travel innovation in 2023 and beyond.
Virtual travel experience is already becoming popular. Devices with augmented reality are also enriching local travel experience.
Hospitality companies are all eager to commoditise these technologies for mass consumption. Customers are expecting greater personalisation in the usage of VR and AR in the hospitality industry.
Hospitality and travel experience, after all, is extremely personal. Virtual reality can certainly be the next big thing in travel as that would change the perception of travel.
Virtual travel might not look appealing but with ever-changing consumer tastes and improved technology and internet services, this is set to become mainstream in the coming years.
While we have all gained a glimpse of Virtual reality through 360-degree tours and virtual tours, it’s time for greater personalisation, adaptability and control of the technology. After all, we are discussing next-gen hospitality technology here.
Travellers, with visual reality’ would be able to experience things that they might not be able to enjoy in reality. Here’s an example of how.
Sitting on the beachside of your resort, you can explore the sea life and sea monsters using virtual reality. Have a look at this video that tries to create a virtual reality experience.
3. Robotics and Automation – Robot Concierge and Automated Car
We have all heard of robots as receptionists in a few hotels and about the ever-popular robot butlers.
Yes, a lot of hotels are already using robots for various services. They are smart, non-intrusive and fun to watch.
While it’s impossible and not wise to replace humans with robots in an industry that’s all about service, these robots definitely help in improving customer service and experience.
Plus, they can work odd hours and absorb extra workload without a fuss.
Automated car is another innovation that is set to become a reality in the coming years.
Driverless cars would make it a private affair for families who would not like a driver to intrude into their privacy. Driverless cars would be even more useful within huge resorts.
Coming back to robots that use AI. They are set to transform the hospitality industry. Famous Alibaba group have entered the hospitality market with a hotel that uses robots, AI, facial recognition and more.
4. Blockchain is revolutionising hospitality
Blockchain technology is hospitality and travel ensured real-time, encrypted transfer and storage of data. This has opened up an ocean of opportunities for the hospitality industry.
Blockchain is set to revolutionise customer loyalty programmes, supply chain and data privacy.
Data theft and payment fraud are two of the major challenges this industry is facing currently. Blockchain technology is adding layers of security to ensure more data security and a more secure and robust payment system.
Seamless integration between payment, tax and accounting is another key benefit of this technology.
Regular innovation in this field is only adding to the possibilities it has to improve the travel industry. We are all eager to see more and more of this technology in the coming years.
