Application of Artificial Intelligence Technology in Customer Service in the Hospitality Industry in Indonesia: A Literature Review on Improving Efficiency and User Experience
Keywords:
Artificial Intelligence, Costumer Service, Hospitality Industry, User Experience, IndonesiaAbstract
The hospitality industry in Indonesia, known for its cultural richness and natural beauty, has experienced significant growth in recent years, attracting both domestic and international tourists. Customer service has emerged as a vital differentiator in this competitive landscape. However, the country's cultural diversity poses unique challenges and opportunities for delivering exceptional service. Traditional methods of customer service have often been constrained by language barriers, cultural misunderstandings, and manual processes. The emergence of Artificial Intelligence (AI) technology offers promising solutions to address these limitations comprehensively. AI-powered chatbots, virtual concierges, and recommendation systems have the potential to revolutionize customer service by offering multilingual support, personalizing guest experiences, and streamlining operations. This literature review explores the current state of AI technology adoption in the Indonesian hospitality sector, focusing on its applications, challenges, opportunities, and impact on efficiency and user experiences. By analyzing existing research, this review provides valuable insights for hoteliers, policymakers, and technology providers seeking to optimize AI integration for enhanced customer service in the Indonesian context.
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