book chapter
Abstract Artificial Intelligence (AI) is transforming the tourism and hospitality industry’s value chain. Its contribution to the industry is evidenced in innovative tools and robots – tech-based applications and services used for improving customer service quality and customer service experience. Generally, the acceptance and adoption of AI in developing hospitality and tourism market destinations mostly found in Africa have been progressively slow, owing to underlying constraints impacting the deployment of AI–powered capabilities. Even though the awareness of AI adoption is widespread and increasing, little attention is paid to AI utilisation in the industry, particularly in developing market destinations. This chapter highlights the impact of AI-powered technologies on customer service experience. It provides an important lens and new insight into how tourism and hospitality practitioners can embrace AI-powered technologies in customer service delivery.
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DOI: 10.1108/978-1-80686-169-920261004
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