Artificial Intelligence and Automation

Abstract

Transformation is being observed in almost every sphere of life. Industries accept technological advancements by accepting artificial intelligence and automation to improve the quality of products and services and to have errorless processes. The industry has a large number of human resources, and it functions on the concept of human touch, also known as the essence of hospitality; however, with the advent of artificial intelligence, fear of losing the human resources and human touch in the industry is paramount. The authors of the chapter detail the significance of the human touch in the tourism and hospitality industry. The chapter also highlights the usage of artificial intelligence in tourism through predictive analysis, travel experiences through virtual assistance, and the digital transformation tourism and hospitality have observed mainly in the coronavirus pandemic. It ends with a discussion on artificial intelligence in tourism and hospitality as support system for human resources or enhanced service quality and customer experience.