AI and IoT technology will be key to increasing the personalisation of hotel services and enhancing guests' experience, according to Joseph Rajadurai, who heads the travel and hospitality industry team at digital services firm Cognizant. He said AI should be used to understand the huge amounts of data behind visitor behaviour to help hotels meet individuals' particular needs. "The more we can learn about our guests in a way that is relevant for them - what they like or don't like, how often they visit us - then we'll have an edge over other companies,"
AI and IoT technology will be key to increasing the personalisation of hotel services and enhancing guests' experience, according to Joseph Rajadurai, who heads the travel and hospitality industry team at digital services firm Cognizant. He said AI should be used to understand the huge amounts of data behind visitor behaviour to help hotels meet individuals' particular needs. Rajadurai also said an AI-backed messaging platform could interact with guests and deal with common queries and requests.