Service Robots in the Hospitality Industry: An Exploratory Literature Review The service sector is changing drastically due the use of robotics and other technologies, such as Artificial Intelligence (AI), Internet of things (IoT), Big Data and Biometrics. Consequently, further research opportunities in the service industry domain are also expected. In light of the above, the purpose of this paper is to explore the potentialities and limitations of service robots in the hospitality industry. To this end, this paper uses a conceptual approach based on a literature review. As a result, we found that in contexts of high customer contact, service robots should be considered to perform standardized tasks due to socialemotional and cognitiveanalytical complexity. The hospitality industry is therefore considered closely related to empathic intelligence, as the integration of service robots has not yet reached the desired stage of service delivery. In a seemingly farfetched context of our reality, organizations will have to decide whether the AI will allow the complete replacement of humans with robots capable of performing the necessary cognitive and emotional tasks. Or investing in balanced capacities by integrating robothuman systems that seems a reasonable option these days.

Remodeling Hospitality Industry through Artificial Intelligence Remodeling the hospitality industry through artificial intelligence (AI) xe2x80x93 that uses big data analytics and complex machine learning xe2x80x93 is a concept that will help the industry to leapfrog to the next level. The notion put forward in this paper is to develop a framework to utilize machine learning analyses the multichannel user data for efficient decision making to enrich the customer experience and to provide the maximum revenue to the vendor. We propose strategies to infer customer behaviors by capturing otherwise salient information xe2x80x93 e.g. through the various digital footprints. Feeding such analytics to a suitably trained collection of machine learning algorithms called the xe2x80x9cDigital Operations Managerxe2x80x9d helps to automate complex decision making, removing human error and bias. The proposed AI system, if appropriately deployed within a hospitality industry environment, is thought to bring out a significant gain in the user choice and experience as well as efficiency in resource management and revenue optimization.