生成人工智能是酒店客户体验的游戏规则改变者

Generative AI heralds anew era of hospitality byhelping companies craftmore personal and seamlessexperiences for travelersand guests. intelligence – and hospitality companies are exploringways to embrace this game-changing technology. While generative AI has gained prominence throughpublicly available applications such as ChatGPT, newenterprise-class solutions are ready to help organizationsleverage their customer data like never before. Thiswill drive better, more personalized experiences forguests, resulting in stronger brand loyalty and morerepeat business. This technology’s huge potential means every hospitalitycompany looking for competitive advantages will beexploring generative AI and testing its potential usecases. The winners will be the enterprises that act quicklyto establish their leadership in this new era of hyper-personalized customer experience (CX). The hospitality business is all about creating excellentand memorable customer experiences. Hotels want tolearn their guests’ habits and preferences so they cancreate lasting experiences from the time they plan theirvisit, through the duration of a stay, and beyond. Now,generative AI is poised to transform those customerexperiences through its ability to learn, adapt, andcollaborate in ways that were once reserved for human 02 Companies can apply generative AI’s capabilitiesacross the customer lifecycle and Capgemini hasidentified several use cases for the hospitalitysector that best exploit the technology’sstrengths. These include: acting as a real-time translator to removepotential communication barriers forinternational travelers; connect with other technology to makestays more comfortable, like setting theroom temperature, providing keyless entry,and organizing in-room entertainmentpreferences; and quickly and dynamically generatingmultimedia-based content such as marketingcampaigns or offers, all personalized to eachcustomer; analyzing customer sentiments and assistinghotel operations to improve engagementstrategies and customer issues. using generative AI-powered chat bots thatinteract with guests in a more natural andempathetic manner to provide superior self-service solutions; For all these use cases, generative AI usesnatural-language conversations to bettercollect and analyze data about customers andtheir preferences. Because generative AI learnsfrom each interaction, its able to continuouslyimprove the company’s ability to deliver positivecustomer engagements. leveraging insights from previous interactionswith the guest to create personalizedrecommendations for restaurants,entertainment venues, activities, or otherexperiences; ENTERPRISESMUST EXCEEDESTABLISHEDEXPECTATIONS create content. The combination of the generalpublic’s high expectations for AI and customers’high standards for interactions with hospitalitycompanies means organizations must take extracare in crafting their strategy. It must be properlyimplemented, supported, and monitored soit consistently delivers the types of superiorcustomer experiences their guests’ desire. Achieving positive engagement with generativeAI comes with its own set of challenges. Unlikealmost any other technology development inthe past couple of decades, consumers acrossall age groups and demographics have quicklyembraced generative AI. And people havealready developed significant expectationswith regard to AI-enabled experiences. Asthe Capgemini Research Institute discoveredwhile preparing its reportWhy consumers lovegenerative AI,86% of those asked were familiarwith public models such as ChatGPT and DALL-E, including 51% who had actually used them to