Transformation of Traditional Service Delivery
The use of Artificial intelligence(AI) has been widely adopted in the service industry as technologies continue to advance. With regards to service quality, companies in the service sectors such as hospitality and tourism started to incorporate the usage of AI to create value-added customer services and boost business operational efficiency. ( Prentice, Catherine, Sergio Dominique Lopes, and Xuequn Wang., 2020) AI is run by machines such as chatbots, robots, using deep learning algorithms to interact with consumers and carry out human tasks. (Roy, Prithvi, Badrinarayan Srirangam Ramaprasad, Manan Chakraborty, Nandan Prabhu, and Shreelatha Rao., 2020) There are four bits of intelligence that were taken into account for the machines to carry out their tasks and communicate with consumers - mechanical(daily routine), analytical(data-based), intuitive(understanding), and empathetic(experience), which may be evaluated ordinally and parallel. Literature showed that certain Human Intellige