artificial intelligence in hospitality industry · 2020. 11. 18. · • personalized messaging •...
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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
© 2018 IBM Corporation IBM Global Travel & Transportation 3IBM Confidential
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..
© 2018 IBM Corporation IBM Global Travel & Transportation 4IBM Confidential
1950’s 1960’s 1970’s 1980’s 1990’s 2000’s 2010’s
Artificial
Intelligence Machine Learning
Deep Learning
Evolving to Cognitive
© 2018 IBM Corporation IBM Global Travel & Transportation 5IBM Confidential
Capabilities that differentiate cognitive systems from
traditional programmed systems
Understand Reason
Learn Interact
© 2018 IBM Corporation IBM Global Travel & Transportation 6IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 7IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 8IBM Confidential
Searchability of Options
Deep Personalization
Disruption Management
Customer Intimacy
Intelligent Operations
Higher Revenue per traveler
© 2018 IBM Corporation IBM Global Travel & Transportation 9IBM Confidential
Bots & Robots were a good place to start the
cognitive journey
© 2018 IBM Corporation IBM Global Travel & Transportation 10IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 11IBM Confidential
Exhaustive care with mobile apps
• Personalized messaging
• Customer loyalty
• Increase repeat business
• Visitor engagement
• Quicker ways of getting customer
feedback
© 2018 IBM Corporation IBM Global Travel & Transportation 12IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 13IBM Confidential
© 2018 IBM Corporation IBM Global Travel & Transportation 14IBM Confidential
Weather
based
insights for
customers
looking to
order food,
creating a
unique
experience
© 2018 IBM Corporation IBM Global Travel & Transportation 15IBM Confidential
Forecast
demand for
food and
detect
spoilage to
reduce food
wastage
© 2018 IBM Corporation IBM Global Travel & Transportation 16IBM Confidential
© 2018 IBM Corporation IBM Global Travel & Transportation 17IBM Confidential
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.
© 2018 IBM Corporation IBM Global Travel & Transportation 18IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 19IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 20IBM Confidential
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
© 2018 IBM Corporation IBM Global Travel & Transportation 21IBM Confidential
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?
© 2018 IBM Corporation IBM Global Travel & Transportation 23IBM Confidential
AI can be used to predict customer behavior
a) Yes
b) No