Opportunities of Artificial Intelligence in Hospitality Industry for Innovative Customer Services. Case: Hotels in Ho Chi Minh City, Vietnam
Lu, To Linh (2019)
2019
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Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-2019121626903
http://urn.fi/URN:NBN:fi:amk-2019121626903
Tiivistelmä
Artificial Intelligence (AI) is a new technology that has been applied in many
businesses to enhance customer experiences. It has come in many forms and
applications such as chatbots, machine learnings and self-check-in kiosks. In
hospitality industry, there have been researches about AI applications, yet it is
not widely applied in hotels due to many reasons. Therefore, the purpose of this
thesis is to identify the demand for AI in hotels in Ho Chi Minh City, Vietnam
through customers’ points of view since AI is promising to dramatically grow and
benefit the industry in the near future.
The research methodology used in this thesis was quantitative research with
hand-out survey. The target respondents were tourists who stayed or used
services in hotels in Ho Chi Minh City. The survey results came out quite
surprising with different opinions of respondents. Most respondents agreed that
applying AI is a modern trend to follow. Some of the important points to
respondents were always-on service, fast access to service and cleanliness.
Many respondents would prefer to interact with employees than AI machines.
Due to the wide knowledge of AI and limitation of the research, further researches
should be done to gain better perspectives on AI approaches in hotels.
businesses to enhance customer experiences. It has come in many forms and
applications such as chatbots, machine learnings and self-check-in kiosks. In
hospitality industry, there have been researches about AI applications, yet it is
not widely applied in hotels due to many reasons. Therefore, the purpose of this
thesis is to identify the demand for AI in hotels in Ho Chi Minh City, Vietnam
through customers’ points of view since AI is promising to dramatically grow and
benefit the industry in the near future.
The research methodology used in this thesis was quantitative research with
hand-out survey. The target respondents were tourists who stayed or used
services in hotels in Ho Chi Minh City. The survey results came out quite
surprising with different opinions of respondents. Most respondents agreed that
applying AI is a modern trend to follow. Some of the important points to
respondents were always-on service, fast access to service and cleanliness.
Many respondents would prefer to interact with employees than AI machines.
Due to the wide knowledge of AI and limitation of the research, further researches
should be done to gain better perspectives on AI approaches in hotels.