ABSTRACT
Automation has taken hold in nearly every industry in the current millennium. The technological advancements in the field of mechanics with advanced artificial intelligence (AI) systems of optimum efficiency have proved to stand side by side with the human workforce. The hospitality and tourism industry has also benefitted the business by adopting the technology of delivery robots, automated concierge, conveyor-based eateries, self-service check-in and check-out kiosks, chatbots, and other mechanical AI systems. The chapter presents a study surveyed the perception of hospitality and tourism aspirants about the use of mechanical AI in the various aspects of the hospitality and tourism industry. The data is collected with purposive sampling by circulating online questionnaires in the closed hospitality and tourism student groups. The study recommends that the aspirants in the tourism and hospitality sector have a favorable perception of the use of mechanical AI in the hospitality and tourism industry. Also, the aspirants believe that mechanical AI can add more value to the service industry, but it cannot replace humans in the hospitality and tourism industry. The chapter recommends that the hospitality and tourism sector balance the activities of the human workforce and AI systems so that these systems can work on monotonous tasks with proficiency whereas the human workforce keeps on delivering warm, personalized services to the guests.
