This chapter summarizes the function that artificial intelligence, especially ChatGPT, plays in providing help to customers in the hotel business. Implementing AI-driven solutions radically altered how hotels and other businesses in the hospitality industry communicated with their customers. Chatbots driven by AI models such as ChatGPT were used to address regular inquiries in hotel services. These chatbots helped around the clock, individualized recommendations, and supported several languages to communicate with the hotel customers. Integration with previously installed hotel management systems and ongoing development in response to patrons' comments were standard operating procedures in hospitality. However, it was noted that to deliver unique experiences for hotel guests, it was still necessary to strike a balance between AI and human interaction. The information presented in this chapter implies that artificial intelligence will play an increasingly important role in customer service within the hotel industry; nonetheless, human interaction will always be indispensable.
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ChatGPT is a robust, artificially intelligent conversational platform that has the potential to revolutionize customer service in the hotel industry. It can respond to questions visitors ask promptly and accurately, give guests individualized suggestions, and manage bookings and reservations (Hill-Yardin et al., 2023). In addition, ChatGPT can do data analysis and create forecasts, which assists hoteliers in improving both their operational and marketing strategies. The following are a few of the search engine results that provide further information on ChatGPT and the influence it has had on the hotel industry:
The influence of ChatGPT on the Hospitality industry - Hotel-Online: This chapter explains how ChatGPT can enhance customer experience, boost guest loyalty, and cut expenses simultaneously. It also provides some instances of how ChatGPT may be used in various settings, such as party planning, developing programming, or passing a legal test. For instance, the party planning example includes several examples of how ChatGPT can be utilized (Firat, 2023).
Impact of ChatGPT in the hospitality industry | Mews Systems: This chapter examines how ChatGPT may be included in every hotel guest experience stage, from pre-booking to post-stay surveys and beyond (Bulchand-Gidumal et al., 2023). In addition, it underlines the benefits of utilizing ChatGPT in the hotel business, such as increased customer service, problem identification, marketing help, and time savings (Surameery & Shakor, 2023).
The Role of ChatGPT in the Hospitality and Travel Industry in 2023: Transforming the Industry This chapter describes how ChatGPT may transform the hotel and travel industries by improving the quality of service provided to customers and the efficiency with which operations are carried out (Abass, 2023). Additionally, it explains how ChatGPT may use natural language processing and deep learning to comprehend human inquiries and reply appropriately to them (McGee, 2023).
In the past several years, there has been a sea change inside the hospitality business, a fundamental component of tourism and service worldwide. The digital revolution has brought about a shift in consumer expectations, which now prioritize experiences that are frictionless, readily available, and uniquely tailored to everyone (Wong et al., 2023). The rapidly developing fields of artificial intelligence (AI) and natural language processing meet at the junction of these shifting paradigms. The pioneering artificial intelligence model, ChatGPT, is a competitive contender among the pioneering AI models because it exemplifies the capabilities and possibilities of AI-driven customer care in the hotel industry (Iskender, 2023).
My most recent knowledge update, which took place in September 2021, indicated that ChatGPT, which OpenAI had built, was leading the pack of AI-driven conversation bots. As a result of its fantastic skill in comprehending and producing text resembling human language, it was quickly used in various industries, including customer service. In the hospitality business, where providing excellent service and immediate help to customers is paramount, ChatGPT and other AI systems provide an enticing potential answer (Johnson et al., 2023).
In the context of providing customer service within the hotel sector, this chapter aims to present an in-depth investigation of the function, impact, and potential applications of ChatGPT. This chapter investigates how artificial intelligence, particularly ChatGPT, has remodeled customer interactions, expedited processes, and enhanced visitor experiences. Additionally, it dives into the difficulties and ethical issues related to using AI in the hospitality business, addressing the delicate balance necessary to keep the personal touch synonymous with the sector (Carlbring et al., 2023).