Using artificial intelligence to improve hospitality was a big topic at the Skift Global Forum, held Sept. 26-27 in New York City. Hyatt is exploring automation, but it doesn’t see robots replacing human beings in hotels. Digiday talked with Maryam Banikarim, global CMO of Hyatt, about the future of automation, home rentals and Amazon.



Will robots take the place of concierges?

Technology is an enabler, but people still need human connection. Robots aren’t going to be what consumers bond with. Empathy is a key thing that humans want, and robots can’t bring you that. Maybe you’re out all day working and want to come to a hotel and just go right to your room, but if you’re at a resort with your children, you want someone there to provide service. What you have to look at as well are the societal implications of automation.