Is Artificial Intelligence the Future of Customer Service? - Working at Booking.com

It's the time to reflect and to look forward, to determine new goals – to consult a horoscope for some, to check industry-trend forecasts for others. Among the mega trends that were discussed regarding the Internet of Things, big data, virtual and augmented reality technology, self-driving cars, drones, robotics, nanotechnology, biotech, and online privacy – the most interesting topic for us was how these technologies could affect the hospitality industry and customer service, in particular. Van Hooijdonks predicts that ten years from now, we won't be able to tell the difference between a human and a robot – artificial intelligence will start to play a more "personal role." The ability to process huge amounts of data and solve increasingly complex problems has started to open the doors for artificial intelligence to play a more visible and meaningful role in all of our lives. For the last couple of years, leaders in the travel and hospitality industry have discussed its implementation in the sector and possible applications to enhance and innovate customer service.