Abstract:

In this paper, the authors address the use of AI-driven chatbots to improve guest experiences through a personalized virtual assistant. The growing need to provide consistent customer service in the hospitality industry has been used to implement the application of AI technology when dealing with customers. The study is devoted to the creation and testing of an artificial intelligence chatbot that can provide hotel guests with personalized suggestions, reservation services, and live support. The approach implies the use of a machine learning algorithm that was trained based on guest preferences, past information, and natural language processing algorithms to customize communication. Statistical analysis indicates that there is a high degree of customer satisfaction enhancement, as positive feedback from the guests concerning the service increases by 18%, as opposed to the normal service techniques. Also, the chatbot decreased the response time by 25 % and optimized hotel operations. The findings indicate that AI chatbots respond more quickly, but a more interactive and personalized experience enhances operational effectiveness and guest satisfaction. The results suggest that AI chatbots have the potential to become an effective means of customer service revolution in the hospitality business. Future studies could examine how AI chatbots can be scaled to other service sectors and modified to address more complex customer queries.