Customer Perception towards Artificial Intelligence in Malaysia Hospitality Industry

Abstract

This study examines the customer perception towards Artificial Intelligence in Malaysia Hospitality Industry. The study focuses on hotels, so that the Artificial Intelligent becomes integrated with CRM solutions, facilitating the hotels and the customers to gather information from a single source. Customers fail to understand the concept of automated procedures in other hospitality industry sectors, such as restaurants, due to a lack of exposure to highly automated systems. One of the most significant issues is that many hospitality consumers still do not realize artificial intelligence and how it can affect the industry's future. Adult customers are more open to using technology and expect technology to be involved in at least one aspect of each service provided in the last example. However, most customers expect hotel services to be provided by staff, lacking knowledge of how technology can function as a personal caregiver.