Understanding the Impact of Artificial Intelligence and Robotics in the Tourism and Hospitality Industry Through Customer Experience: A Systematic Literature Review

Abstract

In the current scenario, the role of artificial intelligence is becoming crucial as it can perform challenging tasks and actions with less time and more accuracy. There is a need for more extensive research in the domain of artificial intelligence in the hospitality and tourism industry. Hence, this study investigates the impact of artificial intelligence and robotics on the employment and skill requirements of the hospitality and tourism workforce. This study also uses AI and robotics to enhance the personalized customer experience. Researchers employed a systematic literature review and applied the PRISMA technique to present an extensive and in-depth analysis of existing research on adopting AI and robotics in the tourism and hospitality industry. This research will also help managers focus on digital marketing and promote artificial intelligence's role. Further research should investigate the 'digitalization' of guest experience and quality of services in hospitality and tourism.