artificial intelligence in hospitality industry · 2020. 11. 18. · • personalized messaging •...

IBM Global Travel & TransportationIBM Confidential

Artificial Intelligence in

Hospitality IndustryKanishka Agiwal – Associate Partner, T&T Industry

IBM

© 2018 IBM Corporation IBM Global Travel & Transportation 2IBM Confidential

By 2020, more

than 24 bn IoT

devices will be

installed globally

800K of

Facebook status

updates &

tweets every 30

seconds

TripAdvisor -

world’s most

visited travel

website with more

than 10 bn words

420 million

wireless,

wearable health

monitors

Data is a challenge and an opportunity


Is the wrong word

80% of the world’s data is

unstructured

20% can be understood by

traditional computer systems

90% was created in the past

two years

But what we consider as data has changed..


1950’s 1960’s 1970’s 1980’s 1990’s 2000’s 2010’s

Artificial

Intelligence Machine Learning

Deep Learning

Evolving to Cognitive


Capabilities that differentiate cognitive systems from

traditional programmed systems

Understand Reason

Learn Interact


Creating a new partnership between humans &

technology

Humans excel at:

DILEMMAS

COMPASSION

DREAMING

ABSTRACTION

IMAGINATION

MORALS

GENERALIZATION

Cognitive Systems excel at:COMMON SENSE

NATURAL LANGUAGE

LOCATING KNOWLEDGE

PATTERN IDENTIFICATION

MACHINE LEARNING

ELIMINATE BIAS

ENDLESS CAPACITY


Which man is credited with coining the term 'artificial

intelligence' in 1955 and is considered one of the early

pioneers in the field?

a) Isaac Asimov

b) Alan Turing

c) L. Ron Hubbard

d) John McCarthy


Searchability of Options

Deep Personalization

Disruption Management

Customer Intimacy

Intelligent Operations

Higher Revenue per traveler


Bots & Robots were a good place to start the

cognitive journey


Voice activated assistance is revolutionizing the

hotel industry

AI’s ability to learn about customers using its data analytics platform

that helps hotel staff create a better frame of customers


Exhaustive care with mobile apps

• Personalized messaging

• Customer loyalty

• Increase repeat business

• Visitor engagement

• Quicker ways of getting customer

feedback


How are artificial intelligence systems different from traditional

systems?

a) AI systems understand

b) AI systems reason

c) AI systems learn

d) AI systems interact

e) All of the above


Weather

based

insights for

customers

looking to

order food,

creating a

unique

experience


Forecast

demand for

food and

detect

spoilage to

reduce food

wastage


Data Analysis can sort through large amounts of data

and draw important conclusions about customers

Dorchester Collection hotel chain has made use of the Metis AI platform. By using this

technology, the company has been able to sort through data collected via surveys, online reviews

etc. and the AI has been able to then analyze this to draw conclusions about overall performance.


Virtual Reality can digitally transport potential

customers to a hotel or travel destination

VR is being used as a potential

marketing tool, delivering

important information to potential

customers in a way they can

actually experience, and

stimulating multiple senses in the process


Check-in with facial recognition

Facial recognition check-in allows

hotel guests to skip waiting in lines at

a front desk and practicing forgotten

handwriting skills to fill in registration

forms


Hotel energy consumption management and

predictive maintenance with Cognitive IoT solutions

AI based IoT and data analytics

help hotels become energy

efficient and eco friendly


Deep Blue was the first computer to beat a reigning world

chess champion. Which Russian did Deep Blue beat in May

1997?

a) Bobby Fischer

b) Garry Kasparov

c) Boris Spassky

d) Vesselin Topalov

IBM Global Travel & Transportation

What will YOU

build with AI?


AI can be used to predict customer behavior

a) Yes

b) No

artificial intelligence in hospitality industry · 2020. 11. 18. · • personalized messaging •...

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