Bias and Inaccuracy in Conversational AI What Hoteliers Need to Know By John Smallwood, President of Travel Outlook, October 2025 Over the past several months, we’ve explored some of the most common criticisms of conversational AI in hospitality. We’ve examined …
When AI Seems Human The Risks and Rewards of Anthropomorphizing in Hospitality By John Smallwood, President of Travel Outlook, August 2025 In the race to stand out in a competitive hospitality market, hoteliers are turning to artificial intelligence (AI) to …
AI and the Fear of Job Displacement: Why Smart Hotels Embrace Both Tech and Talent By John Smallwood, President of Travel Outlook, July 2025 In the hospitality industry, few topics stir as much debate—and anxiety—as artificial intelligence. For some, AI …
Annette, The Virtual Hotel Agent™ vs. the Average Chatbot: Why Personalization, Not Just Words, Matter in Hospitality AI By John Smallwood, President of Travel Outlook, June 2025 At this juncture, “chatbot” has become common speak with customer service technology — …
WHAT 67% OF GUESTS SAY ABOUT HOTEL PRODUCTS OR SERVICE RECOMMENDATIONS WHY AI STILL STRUGGLES TO PERSONALIZE – AND WHY THAT MATTERS IN HOSPITALITY By John Smallwood, President of Travel Outlook, May 2025 In the race to automate, the hospitality …
The Complexities of Empathy & Hotel AI 73% OF CONSUMERS SAY THIS ABOUT AI & THE CUSTOMER EXPERIENCE By John Smallwood, President of Travel OutlookApril 2025 In our recent article, “Cost-Effective AI Solutions for a Complex Market,” we explored how …