Accor Exec Warns AI Could Weaken Hotels’ ‘Human Connection’
Photo Credit: A junior suite at the Pullman Lyon hotel. Accor
Skift Take
Travel companies are increasingly using AI to facilitate travelers’ booking experiences, but overuse could end up over-standardizing brands and, crucially, eroding human connection.
A top exec at Accor has warned that an over-reliance on artificial intelligence in the hotel sector could hurt this “human connection industry.”
Although AI is increasingly used by hoteliers to draw consumers in, Karelle Lamouche warned at ITB Berlin on Wednesday: “We are a human connection industry, so we've got to be able to keep this connection and this relationship with the guests, for the benefit of our owners, for the benefit of the guests and their experiences in the hotel, and, of course, for our benefit.”
Lamouche, who is A
