When tech comes calling

THE TUMULTUOUS CHANGES taking place in the hospitality industry in the context of AI intervention calls for recognition of the new realities for managing the business. It is not an easy task to have AI engaged at every level in the business. Traditionally managed by multitudes of grey-collared personnel, if leaders can get the human-AI partnership work for all, it could be a game-changer.

- UMA GANESH

Several businesses in the hospitality industry were slow to embrace digital and AI technologies. They even failed to read the swiftness with which customers were shifting their preference to digitally-served options. This shift in preferences resulted in the galloping progress in customer acquisition that new ups arts such as Expedia and Airbıb achieved relatively quickly.

Thomas Cook, which had built a successful travel business over 178 years, could no longer meet the expectations of a large section of their customers who started expecting the same advantages others were offering. Things like dynamic pricing, personalised recommendations and ease of online bookings. After struggling to deal with the new competitors, it declared bankruptcy in 2019.