At HITEC 2024, Simone Puorto spoke with James Harrison, Head of Solutions Design at InfrateQ EMEA, and the two explored the potential impact of AI on the hospitality industry, particularly in the area of in-room technology.
Introduction and role at InfrateQ EMEA James Harrison introduces himself at InfrateQ EMEA, a Dubai-based company that specializes in implementing advanced technology solutions for the hospitality industry in the EMEA region. The company’s focus is on integrating various technologies into the guest room, including network solutions, Wi-Fi, room controls, and interactive elements such as TV systems and tablets, and ensuring these technologies work together seamlessly. Potential impact of AI on hospitality technology James discusses how AI is likely to revolutionize this area of the industry over the next 12 months. He highlights the role of AI in improving the implementation and testing of in-room technology to ensure a consistent, high-quality guest experience. Improving guest experience with AI James explains that introducing new technology into the guest room 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 the TV, and order room service on a tablet. He believes that AI can make this process significantly more efficient by automating the testing phase, identifying and fixing configuration issues before human testers begin work. AI as a Beta Tester James envisions AI acting as a “beta tester”, learning from the deployment process and providing feedback to improve future configurations. This not only reduces the workload of human testers, but also improves the accuracy and reliability of the initial deployment, ensuring guests have a flawless experience the first time. The role of AI in training staff Simone introduces the idea of using AI to train staff on new technology. James had never thought about this application before, but acknowledges its potential. Data collected by AI during the testing phase can be used to create comprehensive training programs, helping staff understand and manage the technology more effectively based on real-world insights. Conclusion James concludes by highlighting the transformative potential of AI in the hospitality industry. By automating the testing and configuration of guest room technology, AI can improve guest experience, reduce errors, and streamline operations. Additionally, the data generated by AI can be leveraged to develop powerful 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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