This document summarizes a discussion on the human side of artificial intelligence and conversational strategies in hospitality. It explores how humans and AI can work together, with robots taking on boring repetitive tasks while humans focus on taking care of guests. It questions whether humans are overrated in some industries and whether the wrong key performance indicators are being used. It also discusses when chatbots may be widely adopted in hospitality and the top applications of conversational technologies.

1. THE HUMAN SIDE OF AI:
CONVERSATIONAL
STRATEGIES. HOW DO
WE THINK WHEN WE NO
LONGER NEED TO THINK?
Akemi Tsunagawa, Bespoke
Dave Berger, Volara.ai
Simone Puorto, Travel Singularity

3. * The Grand Budapest Hotel, Wes Anderson
“WHAT IS A LOBBY BOY?
A LOBBY BOY IS COMPLETELY INVISIBLE,
YET ALWAYS IN SIGHT.
A LOBBY BOY ANTICIPATES
THE CLIENT'S NEEDS
BEFORE THE NEEDS ARE NEEDED*”

4. “WHAT IS ARTIFICIAL INTELLIGENCE?
AI IS COMPLETELY INVISIBLE, YET
ALWAYS IN SIGHT.
AI ANTICIPATES
THE CLIENT'S NEEDS
BEFORE THE NEEDS ARE NEEDED*”

5. * Qualtrics
«57% OF POOR HOTEL EXPERIENCES
ARE DOWN TO UNFRIENDLY STAFF*»

6. ROBOTS = BORING, REPETITIVE TASKS
HUMANS = TAKING CARE OF GUESTS

7. “IT'S NOT AI VS. HI,
RATHER AI + HI”

8. “IT'S NOT AI VS. HI,
RATHER AI + HI”

9. HOSPITALITY
/hɒspɪˈtalɪti/
HOSPES / HOSTIS
GUEST, STRANGER, ENEMY

10. FLESH
IS A
DEAD
FORMAT*
*Mark O'Connell

11. FLESH
IS A
DEAD
FORMAT*
*Mark O'Connell

12. FLESH
IS A
DEAD
FORMAT*
*Mark O'Connell

13. TECHNODARWINISM:
TECHNOLOGIES THAT MAKES THE LIFE
OF HUMANS BETTER WILL, EVENTUALLY,
BE MASS ADOPTED

14. AKEMI TSUNAGAWA
DAVID BERGER

15. QUESTION #1:
ARE HUMANS OVERRATED
IN OUR INDUSTRY?

16. QUESTION #2:
ARE WE GETTING THE KPIs WRONG?

17. QUESTION #3:
DOES HOSPITALITY HAVE
A PREJUDICE TOWARDS AI?

18. QUESTION #4:
WHEN DO YOU THINK CHATBOTS WILL
BE MASS-ADOPTED IN HOSPITALITY?

19. QUESTION #5:
WHAT ARE THE TOP 3 APPLICATIONS
OF CONVERSATIONAL TECH?

20. LAST QUESTION
NEXT YEAR, COULD A BOT BE AT YOUR
PLACE ANSWERING MY QUESTIONS?

21. THANKS!
Akemi Tsunagawa, Bespoke
Dave Berger, Volara.ai
Simone Puorto, Travel Singularity