A top exec at Accor has warned that an over-reliance on artificial intelligence in the hotel sector could hurt this “human connection industry.”
Although AI is increasingly used by hoteliers to draw consumers in, Karelle Lamouche warned at ITB Berlin on Wednesday: “We are a human connection industry, so we’ve got to be able to keep this connection and this relationship with the guests, for the benefit of our owners, for the benefit of the guests and their experiences in the hotel, and, of course, for our benefit.”
Lamouche, who is A