At HITEC 2024, Simone Puorto spoke with James Harrison, Head of Solutions Design at InfrateQ EMEA. The two explored the potential impact of AI on the hospitality industry, specifically in the area of in-room technology.
Introduction and role at InfrateQ EMEA
James Harrison introduced himself to InfrateQ EMEA, a Dubai-based company that specialises in deploying advanced technology solutions for the hospitality industry across the EMEA region. The company’s focus is on integrating various technologies within the guest room, such as network solutions, Wi-Fi, room controls and interactive elements such as TV systems and tablets, and ensuring these technologies work together seamlessly.
AI’s potential impact on hospitality technology
James talks about how AI is likely to revolutionise his area of the industry over the next 12 months, as he highlights AI’s role in improving the deployment and testing of in-room technology and ensuring a consistent, high-quality guest experience.
Improving guest experience with AI
James explains that introducing new technology to guest rooms requires rigorous testing to ensure everything works as expected. This process, called user acceptance testing (UAT), ensures that guests can seamlessly use Wi-Fi, control the thermostat, cast content to their TV, and order room service on a tablet. He believes AI can make this process much more efficient by automating the testing phase, identifying and fixing configuration issues before human testers begin work.
AI as a beta tester
James envisions the AI acting as a “beta tester,” learning from the deployment process and providing feedback to improve future configurations. This not only reduces the workload for human testers, but also improves the accuracy and reliability of the initial deployment, ensuring guests get a flawless experience the first time.
The role of AI in staff training
Simone pitched the idea of using AI to train staff on new technology, and although James hadn’t considered this application before, he sees the potential. The data collected by the AI during the testing phase could be used to create a comprehensive training program, empowering staff to understand and manage the technology more effectively, based on real-world insights.
Conclusion
Finally, James highlighted the transformative potential of AI in the hospitality industry. By automating the testing and configuration of in-room technology, AI can improve guest experience, reduce errors, and streamline operations. Additionally, the data generated by AI can be leveraged to develop robust training programs for staff, further improving service quality and efficiency.
This interview is part of our HITEC 2024 series, where industry leaders share their insights into the future of hospitality technology.
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