Thesis Abstract

Abstract
The research project focuses on exploring the impact of artificial intelligence (AI) in enhancing customer service in the hospitality industry. AI technologies, such as chatbots, virtual assistants, and machine learning algorithms, have revolutionized customer service practices by enabling personalized interactions, efficient problem-solving, and round-the-clock support. This study aims to investigate the extent to which AI implementations have influenced customer satisfaction, loyalty, and overall service quality in hotels, restaurants, and other hospitality establishments. The research methodology involves a combination of qualitative and quantitative approaches. Interviews with industry experts, managers, and customers will provide valuable insights into the perceptions, challenges, and benefits of AI-driven customer service solutions. Additionally, surveys and data analysis will be conducted to measure key performance indicators before and after AI adoption. The research will also explore the role of human employees in conjunction with AI technologies to deliver a seamless and high-quality service experience. The findings of this study are expected to contribute to the existing body of knowledge on AI applications in customer service within the hospitality sector. By evaluating the impact of AI on customer satisfaction and operational efficiency, hospitality businesses can make informed decisions regarding technology adoption and resource allocation. The research will also shed light on potential areas for improvement and optimization in AI-driven customer service strategies. Overall, this research project seeks to provide a comprehensive analysis of the benefits and challenges associated with integrating AI into customer service operations in the hospitality industry. The results will offer practical recommendations for businesses looking to leverage AI technologies effectively to enhance customer experiences, drive loyalty, and remain competitive in a rapidly evolving market environment. Ultimately, the study aims to highlight the transformative potential of AI in redefining customer service standards and shaping the future of hospitality services.

Thesis Overview