GENERATIVE AI IS A GAME-CHANGER FOR HOSPITALITY CX 02Generative AI heralds a new era of hospitality by helping companies craft more personal and seamless experiences for travelers and guests. The hospitality business is all about creating excellent and memorable customer experiences. Hotels want to learn their guests’ habits and preferences so they can create lasting experiences from the time they plan their visit, through the duration of a stay, and beyond. Now, generative AI is poised to transform those customer experiences through its ability to learn, adapt, and collaborate in ways that were once reserved for human intelligence – and hospitality companies are exploring ways to embrace this game-changing technology.While generative AI has gained prominence through publicly available applications such as ChatGPT, new enterprise-class solutions are ready to help organizations leverage their customer data like never before. This will drive better, more personalized experiences for guests, resulting in stronger brand loyalty and more repeat business.This technology’s huge potential means every hospitality company looking for competitive advantages will be exploring generative AI and testing its potential use cases. The winners will be the enterprises that act quickly to establish their leadership in this new era of hyper-personalized customer experience (CX).03ENHANCING GUEST EXPERIENCESCompanies can apply generative AI’s capabilities across the customer lifecycle and Capgemini has identified several use cases for the hospitality sector that best exploit the technology’s strengths. These include: quickly and dynamically generating multimedia-based content such as marketing campaigns or offers, all personalized to each customer; using generative AI-powered chat bots that interact with guests in a more natural and empathetic manner to provide superior self-service solutions; leveraging insights from previous interactions with the guest to create personalized recommendations for restaurants, entertainment venues, activities, or other experiences; acting as a real-time translator to remove potential communication barriers for international travelers; connect with other technology to make stays more comfortable, like setting the room temperature, providing keyless entry, and organizing in-room entertainment preferences; and analyzing customer sentiments and assisting hotel operations to improve engagement strategies and customer issues.For all these use cases, generative AI uses natural-language conversations to better collect and analyze data about customers and their preferences. Because generative AI learns from each interaction, its able to continuously improve the company’s ability to deliver positive customer engagements.04ENTERPRISES MUST EXCEED ESTABLISHED EXPECTATIONSAchieving positive engagement with generative AI comes with its own set of challenges. Unlike almost any ot...
