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 global marketing firm Cognizant . Take, for instance, common frustrations such as a guest calling the front desk to extend their stay and being put on hold, or a request for extra pillows that goes unanswered. He said AI should be used to harness the huge amounts of data behind visitor behaviour to help hotels meet individuals ' particular needs . He also said an AI - backed messaging platform could interact with guests and deal with common queries and concerns .
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 global marketing firm Cognizant . He said AI should be used to harness the huge amounts of data behind visitor behaviour to help hotels meet individuals ' particular needs . He also said an AI - backed messaging platform could interact with guests and deal with common queries and concerns .