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Robotics and AI automation in hospitality and tourism: An ability-based approach

Year: 2025

Type: article

Abstract: There is currently debate about whether digital technologies, such as robotics and AI, will be able to automate jobs in the service sector. An analysis based on the abilities required in each job could be a useful method for addressing this question. In this research, we analyze the probability of automation for four hospitality occupations (i.e., chambermaids, chefs/cooks, receptionists, and waiters/waitresses) based on the abilities required in each. We assessed the probability of automation for each of the required abilities by asking 43 computer science academics with AI and robotics experience. We asked the academics about the capacity of robotics and AI to perform the abilities in three time periods: the present, in the medium-term, and in the long-term. Using this ability-based approach, our results indicate that the probability of automation of these jobs is.72,.83 and.91 in the short, medium, and long term, respectively. • Potential automation of four key jobs in the hospitality sector is explored. • Findings show a high likelihood of automation in the roles examined. • Discrete-element approaches to automation probability present key limits.

Source: International Journal of Hospitality Management

DOI: 10.1016/j.ijhm.2025.104456

Authors: Jacques Bulchand-Gidumal, Gabriela Cabello-Pestano, Santiago Melián-González

Institution: Universidad de Las Palmas de Gran Canaria

Language: English

Topic: AI in Service Interactions

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

SDG: Decent work and economic growth

Open Access status: hybrid

Estimated APC paid: $4,270