HITEC Review: James Harrison on the Role of AI in Improving B&B Technology

At HITEC 2024, Simone Puorto spoke with James Harrison, Solution Design Lead for InfrateQ EMEA. They explored the potential impact of AI on the hospitality industry, particularly in the area of ​​guestroom technology.

Presentation and role at InfrateQ EMEA

James Harrison introduces himself and InfrateQ EMEA, a Dubai-based company specializing in deploying advanced technology solutions for the hospitality industry in EMEA. Their goal is to integrate various technologies into guest rooms, including networking solutions, Wi-Fi, room controls, interactive elements such as TV systems and tablets, and ensure that these technologies work seamlessly together.

The Potential Impact of AI on Hospitality Technology

James discusses how AI could revolutionise his industry in the next 12 months. He highlights the role of AI in improving the deployment and testing of B&B technologies, ensuring a consistent and high-quality guest experience.

Improving customer experience with AI

James explains that rolling out new technology to hotel rooms involves rigorous testing to ensure everything works as intended. This process, known as User Acceptance Testing (UAT), ensures that guests can use Wi-Fi, control thermostats, stream content to TVs, and order room service via tablets. He believes AI can significantly streamline this process by automating the testing phase, identifying and fixing configuration issues before human testers even begin their 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 would not only reduce the workload on human testers, but also increase the accuracy and reliability of initial deployments, ensuring customers have a seamless experience from the start.

The role of AI in staff training

Simone presents the idea of ​​using AI to train staff on new technologies. Although James had never considered this application before, he recognizes its potential. The data collected by the AI ​​during the testing phase could 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 in-room technologies, AI can improve the guest experience, reduce errors and streamline operations. Additionally, the data generated by AI can be leveraged to develop robust training programs for staff, further improving the quality and efficiency of service.

This interview is part of Hospitality Net’s HITEC 2024 series, where industry leaders share their perspectives on the future of hospitality technology.

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