Research on the Application of AI in Hotel Management under Digital Transformation: A Case Study of Intelligent Customer Service and Customer Experience Optimization

Abstract

With the rapid development of The digital transformation in hotel industry, this field is undergoing rapid digitization driven by AI, and big data. The integration of artificial intelligence (AI) into hotel management has become a cornerstone of digital transformation, reshaping operational efficiency, customer satisfaction, and labor costs. This paper explores the practical applications of AI technologies—such as chat-bots, intelligent recommendation systems, and voice-controlled assistants—in hotel booking, customer service, and personalized experiences. Through case studies and empirical analysis, it evaluates the challenges of AI implementation, including data privacy concerns, private information disclosure and technological adaptability, while these proposing solutions such as human-machine collaboration and phased digital strategies. The study incorporates comparative analyses of AI adoption across geographies, ethical debates on automation, and predictive models for future AI-driven hospitality ecosystems. The findings highlight that AI-driven innovations can enhance service quality but require balanced integration with human centre practices to achieve sustainable growth in the hospitality industry.