For The guest experience manager

Have a guest experience tip? Click here to share.
Have a guest experience tip? Click here to share.

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

New Studies Suggest Guests Still Want Humans Behind Hospitality AI

People arriving at hotel front desk, preparing to do check in at reception counter and see room reservation. Guests on honeymoon during summertime talking to concierge in lobby. Handheld shot.

Hotels continue expanding AI-powered guest services, but several recent studies suggest consumers still prefer human interaction during emotionally meaningful or frustrating experiences. A recent University of South Florida study on AI concierges found hotel guests were less enthusiastic about AI concierges than hotel staff members, especially when requests involved emotional nuance or personalized recommendations. Similar findings are now emerging across hospitality and customer service researc...

Enter your email below to access this content:

Already a subscriber? Please login

Trending Topics

877-436-3307

[email protected]

Picture of Joe Pye

Joe Pye

Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.
Show

Have a guest experience tip you'd like to share? Drop a line here.