AI and ChatGPT: Potential Game Changers in Hospitality

Artificial intelligence (AI) and ChatGPT, an AI chatbot developed by OpenAI, are becoming potential game changers in the hospitality industry, according to Reza Etemad-Sajadi, Associate Professor at EHL Hospitality Business School. While AI has impacted sectors like manufacturing and finance, it has had limited impact on hospitality until now. ChatGPT is in its early adoption phase in the hospitality industry and it has the potential to transform customer service. However, concerns over job losses cannot be ruled out as private investments in AI increase. Hoteliers can offer new areas of customer service with AI, such as easy check-ins and placing orders through in-room apps, increasing guest privacy. Business schools are adapting to these changes with new teaching methods, including immersive learning experiences and using AI to generate more case studies. Graduates with skills in AI could be more attractive to recruiters. However, teachers are not expected to be replaced by AI in the classroom as human interaction is still important for the learning environment.