Impact of AI and robotics in the tourism sector: a critical insight

Purpose>The purpose of the present article is to highlight the role of Artificial Intelligence (AI) and Robotics in the tourism industry. The various technologies being integrated to improve the service and customer experience in tourism. The expected changes and challenges in tourism in the future are focused in this paper.Design/methodology/approach>A systematic study on the emerging technologies of AI and Robotics applied in the tourism sector is presented in the form of a viewpoint.Findings>AI certainly enhances tourism experiential services however cannot surpass the human touch which is an essential determinant of experiential tourism. AI acts as an effective complementary dimension to the future of tourism. With the emergence of artificial travel intelligence, it is simpler to make travel arrangements. AI offers travel services that are automated, customized and insightful. AI allows travelers to learn about their behaviors, interests to inclinations and provide a personalized experience. Gone are the days to consult a travel agent, meet him physically and indulge in an endless chain of troubling phone calls to inquire about travel arrangements.Practical implications>Tourism marketing to see a positive and improved change that will enhance the tourists’ overall experience due to the application of AI and Robotics. New emerging technologies like chatbots, virtual reality, language translators, etc. can be effectively applied in Travel, Tourism & Hospitality industry.Originality/value>The present viewpoint discusses the application and role of AI and Robotics with the help of relevant industry examples and theory. The present paper highlights the different technologies being used and will be used in the future.