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@article{191654,
        author = {Punam Singh},
        title = {THE DIGITAL CONCIERGE. AI INNOVATION IN CUSTOMER SERVICE FOR HOTEL},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {8},
        pages = {7464-7471},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=191654},
        abstract = {Artificial Intelligence (AI) integration in the hospitality industry is revolutionizing customer service by providing personalized services and improving operational efficiency. This study investigates the effect of AI powered systems on customer satisfaction, loyalty and business performance in the hospitality sector. With the help of environment like Natural Language Processors (NLP) and machine learning companies are now capable of analysing the customer data, predicting the customer preferences, and provide personalized recommendations. The results show that AI personalization has greatly improved customer satisfaction, with 78% percent of the participants saying they are more satisfied with their experience. In addition, 65% of customers said they’d be more loyal to a brand that offered tailored interactions, and AI has also helped to amplify service consistency by continually learning and adapting to new data. Also, the study shows how AI can be operationally beneficial, with a 30% percent cost reduction from automation and optimized resource management. However, issues like data privacy concerns and the requirement for high quality training data are still an issue. However, there is no question that AI has potential to disrupt the hospitality industry, bringing key competitive advantages and moving service delivery up a notch. With continued AI growth, its importance in customer service and business operations will grow. At the end, the study suggests that further research should be conducted to analyse how AI could be utilized beyond the context of hotels to hospitality functions such as hotel management and concierge services.},
        keywords = {Artificial Intelligence, Customer Personalization, Machine Learning, Hospitality Industry, Customer Satisfaction},
        month = {January},
        }