A systematic review of the impact of artificial intelligence in the hospitality industry
DOI:
https://doi.org/10.31489/2026ec2/1234Keywords:
artificial intelligence, impact, hospitality industry, systematic literature review, innovation, chat-bot, customer experienceAbstract
Цель данного обзора — оценить влияние искусственного интеллекта (ИИ) на индустрию гостеприимства, сосредоточив внимание на том, как технологии ИИ трансформируют клиентский опыт, операционные процессы и принятие решений
в этом секторе. Поскольку ИИ становится неотъемлемой частью современного бизнеса, данный обзор направлен на обобщение существующих исследований по интеграции инструментов ИИ, таких как чат-боты, роботизированные помощники, предиктивная аналитика и системы персонализации, в сфере гостеприимства. Методология: Методология включает систематический обзор рецензируемых журнальных статей, отраслевых отчетов и тематических исследований, опубликованных за последнее десятилетие. Собранные данные были проанализированы для выявления ключевых тенденций,
проблем и преимуществ, связанных с внедрением ИИ в индустрии гостеприимства. В статье рассматриваются различные статьи по разным критериям, таким как год, автор, организация, страны, тип документа и область знаний. Результаты: Результаты показывают, что ИИ значительно повышает эффективность обслуживания клиентов, персонализирует опыт гостей и оптимизирует ценообразование и управление запасами. Например, чат-боты на основе искусственного интеллекта улучшили время отклика и снизили затраты на персонал, а предиктивная аналитика позволила отелям адаптировать предложения в соответствии с предпочтениями и моделями поведения гостей. Однако такие проблемы, как высокие первоначальные затраты, вопросы конфиденциальности данных и необходимость переобучения персонала, остаются существенными препятствиями для широкого внедрения. Оригинальность: Мы подтверждаем, что являемся авторами данного исследования и что никакая часть этой работы ранее не публиковалась и не представлялась для публикации в каких-либо других изданиях.
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