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Publication
A inteligência artificial em hotelaria e o impacto da robótica do ponto de vista do consumidor
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| 2.22 MB | Adobe PDF |
Advisor(s)
Abstract(s)
O presente relatório é o elemento final de avaliação do mestrado em Gestão Hoteleira e é
baseado no estágio curricular realizado na empresa de aluguer de apartamentos turísticos Stay
U-nique, realizado no centro de Barcelona, uma das mais relevantes cidades de um panorama da
hospitalidade e turismo.
Esta empresa oferece um serviço de check-in à distância, no qual um sistema de inteligência
artificial instalado no interior dos apartamentos reconhece cliques numa aplicação de telemóvel
quando os utilizadores se encontram perto do local de alojamento, destrancando tanto a porta da
rua como a porta do apartamento. Este método permitia que a empresa gerisse à distância os check ins de dezenas de visitantes a qualquer hora e em qualquer lugar da cidade.
Com o intuito de analisar situações similares, neste projeto pretende-se então investigar as
diferentes tecnologias utilizadas na hotelaria, com especial relevância quanto à inteligência
artificial (IA) e à robótica, aprofundando as suas aplicações no mundo turístico e os desafios que
são colocados à sua utilização. Para este efeito, para além da pesquisa efetuada através da revisão
de literatura, foi também realizada uma investigação sobre a opinião dos turistas quanto ao uso da
robótica no mundo da hotelaria através da análise de comentários baseados em experiências reais.
Através da análise destes resultados é possível verificar que as opiniões e o nível de aceitação
destas tecnologias variam de forma significativa tendo em conta o tipo de robot que é utilizado e
o quão eficiente é o seu uso. Relay robots, utilizados para realizar entregas e serviço de quartos
aos clientes, são muito bem recebidos devido à facilidade do seu uso e ao quão pouco intrusivos
são; por outro lado, robots de check-in ou arrumação de bagagem já são considerados por uma
margem significativa dos casos estudados como sendo demasiado complexos ou menos eficientes
do que uma equipa de staff humano a realizar as mesmas funções. Ainda assim, apesar da
existência de céticos, há um número elevado de clientes que aprecia as mudanças que estes avanços
tecnológicos trazem à sua experiência, sendo as crianças quem mais fascínio tem pelo uso de
robots.
De modo a poder obter resultados mais específicos sobre esta temática, é importante ir
realizando estudos que acompanhem a evolução do mundo tecnológico, já que ainda é difícil obter
conclusões definitivas sobre a opinião dos turistas no que diz respeito à robótica. Isto deve-se ao
baixo número de unidades hoteleiras que utilizam estas tecnologias, o que, por sua vez, leva a que
apenas um reduzido número de clientes tenha tido a oportunidade de as experienciar. Num futuro
próximo, com a invenção de novos tipos de robots e consequente adoção dos mesmos num maior
número de estabelecimentos hoteleiros, prevê-se que este panorama possa mudar.
The present report serves as the final element of evaluation of a master’s degree in Hospitality Management and it is based on a curricular internship at Stay U-nique, a company that manages touristic apartments in Barcelona, one of the most relevant cities in the universe of hospitality. This company offers a remote check-in service, in which an artificial intelligence system installed inside the apartments recognizes clicks on a mobile phone application when users are near their accommodation, unlocking both the front door and the apartment door from outside de building. This method allowed the company to manage the check-ins of dozens of visitors at any time and in any place in the city, thus avoiding the need for its workers to travel to perform this function. In order to analyze similar situations, this project aims to investigate the different technologies used in hospitality, with special relevance given to artificial intelligence (AI) and robotics, aiming to understand their applications in the tourism world and the challenges they face. For this purpose, in addition to the research carried out through the literature review, an investigation about tourists’ opinions regarding the use of robotics in the hospitality world was also carried out, through the analysis of comments based on real experiences. During the analysis of these results, we can observe that the opinions about these technologies vary significantly, taking into particular account the type of robots used and how efficient they are. Relay robots, utilized for rooms service and to make deliveries to customers, are very well received because of how easy they are to use and how unobtrusive they are; on the other hand, check-in or baggage handling robots are already considered by a significant margin of the cases studied as being too complex or less efficient than a team of human staff performing the same functions. Still, despite the existence of skeptics, there are a large number of customers who appreciate the changes that these technological advances bring to their experience, with a special mention to children who end up being the most fascinated by the use of robots. In order to obtain more specific results on this subject, it is important to continue conducting studies that follow the evolution of the technological world, since it is still difficult to obtain definitive conclusions about tourists' opinions on hospitality robots. This is due to the low number of hotel units that use these technologies, which in turn leads to a small number of clients that have had the opportunity to experience these new environments and their changes; however, this is something that is expected to change with the invention of new types of robots and their consequent usage in a larger number of hotels.
The present report serves as the final element of evaluation of a master’s degree in Hospitality Management and it is based on a curricular internship at Stay U-nique, a company that manages touristic apartments in Barcelona, one of the most relevant cities in the universe of hospitality. This company offers a remote check-in service, in which an artificial intelligence system installed inside the apartments recognizes clicks on a mobile phone application when users are near their accommodation, unlocking both the front door and the apartment door from outside de building. This method allowed the company to manage the check-ins of dozens of visitors at any time and in any place in the city, thus avoiding the need for its workers to travel to perform this function. In order to analyze similar situations, this project aims to investigate the different technologies used in hospitality, with special relevance given to artificial intelligence (AI) and robotics, aiming to understand their applications in the tourism world and the challenges they face. For this purpose, in addition to the research carried out through the literature review, an investigation about tourists’ opinions regarding the use of robotics in the hospitality world was also carried out, through the analysis of comments based on real experiences. During the analysis of these results, we can observe that the opinions about these technologies vary significantly, taking into particular account the type of robots used and how efficient they are. Relay robots, utilized for rooms service and to make deliveries to customers, are very well received because of how easy they are to use and how unobtrusive they are; on the other hand, check-in or baggage handling robots are already considered by a significant margin of the cases studied as being too complex or less efficient than a team of human staff performing the same functions. Still, despite the existence of skeptics, there are a large number of customers who appreciate the changes that these technological advances bring to their experience, with a special mention to children who end up being the most fascinated by the use of robots. In order to obtain more specific results on this subject, it is important to continue conducting studies that follow the evolution of the technological world, since it is still difficult to obtain definitive conclusions about tourists' opinions on hospitality robots. This is due to the low number of hotel units that use these technologies, which in turn leads to a small number of clients that have had the opportunity to experience these new environments and their changes; however, this is something that is expected to change with the invention of new types of robots and their consequent usage in a larger number of hotels.
Description
Keywords
Hospitalidade Turismo Robótica Inteligência artificial Tecnologia Hospitality Tourism Robots Artificial intelligence Technology