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Cain, N.L Thomas, Alonso. M. Jr. (2019) from sci-fi tp sci-facts: the stage of robotics and AI in the hospitality industry. [PDF] Available at: From sci-fi to sci-fact: the state of robotics and AI in the hospitality industry | Emerald Insight (Accessed on: 4/11/2024

This journal has conducted a review focusing on how AI and robots and robotics have impacted the hospitality industry. It has drawn from multiple article’s pertaining to AI and robotics in the hospitality and tourisms sectors to summaries whether AI is beneficial or not to the industry and the impact it has had as of the date of the journal. From the findings it concludes that’s AI and robots are highly beneficial to the hospitality industry despite there being different opinions on the topic, the research indicates that AI is not only financially beneficial but has positive impacts on numerous aspects of business and the work place. The journal focuses mainly on the positives of AI but no so much of the negatives. A lot of people still do not want AI or are scared of the essence of unknown that is surrounded by AI such as potential loss of human job roles. Although there are numerus benefits to AI and robotics in the work place there is also somewhat of stigma surrounding it. The journal doesn’t seem to account for opinions and feeling of employees or the team members who will be working along side these types of new technology or potentially be replaced by them, whilst there will always be a need for human job type roles with AI there is a risk of unemployment as business will save more money and become more profitable with the use of AI, robots and robotics within the business then having multiple human employees. The journal points out the financial and economic benefits of AI and the potential future benefits for business as AI is continually improving and evolving to make human life in business and all other aspects simpler and more efficient. With AI and robotics being at the stage it is as of today it makes more sense than not for business to use more of them in the day to day running of a business. To answer my question how has AI impacted the service industry from reading this journal it would conclude that AI has had an overall positive and beneficial impact on the service industry.

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Costa. M (2024) 'AI at work: Will it contribute to employee burnout?' Available at: https://www.bbc.co.uk/news/articles/c93pz1dz2kxo Accessed on: 4/12/2024

Whilst the BBC’s credibility is questioned in public opinion, for this assignment it is deemed credible, this along with the multiple sources of information drawn from to compose the article makes it reliable. This news article focuses mainly on how the introduction of AI into the workplace has affected employees more than the benefits for a company. It mentions that 96% of top executives are expecting the use of AI to increase their company’s productivity levels with 81% acknowledging they have increased workload demands on their employees over the previous year. The article states that from this survey they conducted, the freelancer platform Upwork’s survey of 2,500 workers in four different countries states that 77% of employees reported negatively towards AI and found it to bring more stress and a higher workload to their work life and 47% saying they are unsure how to achieve the productivity goals set out for them by their employers. Another survey by a company called Resume now complied of 1,150 Americans reported 87% of employees under 25 and 61% of employees above believe that using Ai will increase the risk of burnouts and 41% will feel a negative work-life balance.

In other studies such as the one carried out with 9,615 workers across the UK, USA, Australia, Germany and Japan the data shows more to the point of a negative impact on employees with people reporting to be less productive because of misunderstanding and mismanaging the various AI apps and tools now required of them to use, with a percentage reporting they actually miss messages due the volume of apps required of them to operate and they also say they feel less efficient and a reducing in their attention span because of continuously changing through apps. To summarize, in relation to the question how AI has impacted the service industries and workplace, whilst still proving beneficial to companies in a financial and overall productivity improvements it’s clear AI is having an overall negative impact on employees and calls for more research into how to be managed and achieve a healthy yet business efficient way to incorporate AI into business to attain its full potential.

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AI at work: Will it contribute to employee burnout?

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As more AI tools are rolled out, some argue they are contributing to employee burnout.

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Chui. M, Hall. B, Mayhew. H, Singla. A, Sukharevsky. A (2022)'The state of AI in 2022- and a half decade in review' Available at: https://www.mckinsey.com/capabilities/quantumblack/our-insights/the-state-of-ai-in-2022-and-a-half-decade-in-review?src_trk=em674ef02a87f634.26994467660507486 Accessed on: 1/12/2024

The industry report was chosen due to it being a credible source and gives research from over 1400 different types of organizations and businesses will and overall, of 744 of them reporting to have adopted some form of AI within there structure. This industry report gives a 5-year review on companies that have adapted AI withing at least one function of their business and focuses on what they call ‘AI high performers.’ Whilst it does have relevance as it is relatively new being finished in 2022, it only really focuses on a small percent of business that are using AI in what they have found to be the best and most efficient way to incorporate AI into business it has little to offer for the over effect AI is having on the service industry that pertains to my question. Whilst not offering much in forms of research on smaller business and service-based companies it does say that other organizations outside of their AI high performers do have the blueprints of the most efficient and profitable ways to incorporate and adapt AI into their own companies. The report along with the other pieces I have looked at for this assignment reports major financial and efficiency benefits for companies from the use and adaption of AI into their businesses with robotics taking the lead for business investments whilst physical robotics are less invested in, they are still a clear priority for the companies looked at in this report. In relation to my question how the service industry has been impacted by AI it gives the not so clear indication that if by following how other successful companies have adapted to AI and how they manage and implement the use of AI across their organizations then AI has massive potential to not only prove to be a more efficient way companies to operate but will have substantial financial benefits for majority of organizations. It’s evident that AI is always changing and advancing, and we can see a clear picture that the way forward for organizations across the globe is to implement the use of AI more broadly across all fractions of the business.

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Alicia, A. Grandey. Morris,K. (2023) Robots are changing the face of customer service. Available at: Robots Are Changing the Face of Customer Service (Accessed on: 27/11/2024)

This article was chosen as it comes from a reliable source the ‘Harvard business review’ and delves into the use of AI in the service industry and rise in use of it since Covid-19. It mostly looks at the use of AI technology in stores and hotels and the hospitality industry in Asia and the popularity they have obtained since Covid-19. The technology and use of AI and robotics are more commonly seen in these countries in comparison to others like the USA or UK. The article says that studies have found people are more receptive and are more accepting of the use of “robots” in these settings if they feel some kind of human like attributes or qualities. It states from a study conducted in 2022 and published in International Journal of Hospitality Management the people were more satisfied using the AI or robots if they had a human like response program and female sounding tones, whilst also saying that if the technology is too human-like then people will feel unconfutable interacting with it. The article has plenty of valid information pertaining to the customer satisfaction of using service robots and highlights its importance well. Without customer satisfaction being overall positive with the use of AI service robots they will not work, whilst the news article highlights all the benefits to business and customers it also gives an insight into human response to the use of robotics in the service industry and how some people still tend to shy away from interacting with service robots or AI technology and still rather a human for these services. It does not really go into depth around customer dissatisfaction but primarily focuses on the benefits to business and customers response to using AI and robotics for service. It states that younger generations and male customers are more receptive to the use of service robots but it gives little information on to how it has come to this conclusion. Overall, I find the article relates to my question and gives the answer that AI has impacted the hospitality industry in a predominantly positive way financially and also can improve customer satisfaction but there is a human/AI balance that needs to be met to keep people interested and wanting to interact with AI/service robots.

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In the Star Wars franchise, C-3PO is a protocol droid that serves on the front lines of galactic war, demonstrating advanced knowledge of etiquette across cultures and an ability to speak more than 7 million languages.

Though this depiction of a robot assistant is fiction, it's not far from the robots that we see assisting on a different type of frontline: the frontlines of customer service. Robots like Hilton's "Connie" and Softbank's "Pepper," though not quite as advanced, utilize these robots' abilities in language and navigation to create better guest experiences in hotels, restaurants, and shops.

Maybe you think you haven't interacted with a service robot, but you've most likely used a version of them: the self-service kiosks at the grocery store. Thanks to the Covid-19 pandemic, such technology has been on the rise in the past few years. Service interactions evoked fears of viral contagion and "maskual harassment"; so, self-service kiosks were thrust front and center into the trenches of customer service. Now as the pandemic fears wane, service kiosks are here to stay, and robots are the future of service.

The benefits of service robots are clear. They won't spread airborne viruses or get burned out from harassment. They have the potential to reduce costs, improve efficiency, and automate tedious tasks. Outside of the occasional glitch or software update, robots are available to work 24/7 without sick leave, holidays, or PTO, guaranteeing that the hotel or car rental front desk is always staffed for customers' convenience.

But to see these gains, service robots must be designed and implemented the right way, otherwise customers - and human coworkers - will avoid interacting with them. Emerging evidence highlights the ways that robots can work best in customer service.

Robots Designed to be Humanlike - to a Point

Customers have expectations for interpersonal rapport and "service with a smile" - so, can a service robot satisfy customers?

Service robots that can be given human attributes ("so cute!") - including emotional qualities - are more likely to satisfy customers. A 2022 study in International Journal of Hospitality Management found that a more human-like robot was more satisfying to customers only if perceived as female, consistent with stereotypical expectations for interpersonally-oriented traits.

To be clear, "human-like" doesn't mean that service robots require expressive faces and human bodies. Consider how Star Wars' robots R2D2 - and more recently BB-8 - could elicit laughter and sympathy despite having no faces, limbs, or voices. And a robot that is too human-like can feel eerie and create discomfort, known as the uncanny valley effect (see: the movie Polar Express).

More important than designing robots to look human is for customers to perceive them as emotional beings. Using the first robot-staffed hotel in Japan as a context, a 2021 study published in Journal of Applied Psychology asked 194 hotel guests at checkout about their satisfaction with their stay. At check-in, half of the guests were given instructions to anthropomorphize the hotel robots - to imagine them as beings who could think and feel - and the other half did not get these instructions. Though both groups interacted with the same service robots, those who humanized the robots had higher satisfaction - and this was due to perceiving the service robot's capacity for feelings more than for thinking. Hotel guests were also more forgiving of service failures when they ascribed feelings to the robots than if they did not. After all, to err is human - such that customers may view failures with human-like robots with more empathy. In other words, if service robots are still in the beta version, make sure customers see them with empathy - just as they would with new employees who are still in training.

So, replacing a self-serve kiosk with a service robot is not enough for customer satisfaction - customers want an emotional connection. This doesn't require a perfect performance or eerily human expressions - just a robot name tag that says "Jennifer" and a placard that tells customers to be considerate of their feelings is sufficient.

Robots Designed for Functionality - Not Just Novelty

While still emerging in the United States, robots are more common in Asia. An analysis of online satisfaction ratings from hotel guests showed that interacting with a service robot evokes mostly positive emotional reactions, such as around the anthropomorphized "cute" robot as a welcome agent, and the surprise and delight (especially for children) of a robot delivering room service.

Novelty plays a big role in customer perceptions of service robots, but will they continue to satisfy once every cash register and front desk has one? Beyond the novelty, the hotel guests studied also liked their functionality.

Functionality is by far the most important aspect of human-robot interactions and the greatest determinant of customer experience. Placing robots in service positions often gives people false hope for efficient and error-free performance, but as with any technology, glitches and user error can frustrate the experience.

We can learn from the case of self-checkout kiosks, which were also originally intended to improve efficiency and reduce costs. Big box stores like Walmart and Sam's Club and Panera Bread have been replacing cashiers entirely. Unfortunately, as they became ubiquitous, self-checkouts slowly became hated by customers, due to frustration with using the technology and irritation at the loss of services (e.g., bagging groceries).

Call centers that deal with high volumes and routine requests have long used chatboxes and automated systems to assess the emotional tone of a customer's voice. As reviewed in 2018 in HBR, Aida is a virtual assistant at a Swedish bank who can help with simple transactions, leaving less monotonous tasks for the humans. Aida can also tell if customers are frustrated and can send the person over to a human if the service issue cannot be resolved effectively.

However, the human service employees should not be invited to interact solely with abusive customers, which would induce burnout and turnover. Ideally, a function of the service robot could be as protection - a "bouncer" if you will - who blocks abusive or derogatory customers from human agents. The functionality to differentiate the technologically frustrated or fearful customer from the abusive one can help human employees welcome the robot to the team.

Over time, as service robot technologies become more widespread and integrated into everyday life, their novelty will wear off. To ensure the long-term success of robots in customer service, it is important to strike a balance between utilizing their benefits and maintaining a human touch.

Robots Matched to Customer Base and Tasks

Even if you have anthropomorphized and highly functional robots, your customer base must accept robot service interactions, which requires both a psychological and technical readiness. While humanoid robots have long been present in Asia, customer acceptance is still a major obstacle in the United States.

Are robots right for your company? Industries that have highly personalized client services that require a rapport, trust and problem-solving are probably not a great place for service robots. Services that are more standardized and automatic are a better fit, such as cash register transactions and hotel check-in and errands.

Yet, the nature of the customer base also matters. In order to have a successful interaction with a robot, customers must have both the confidence and the desire to interact with the robot. While hotels see a lot of success with concierge robots, high-end clients may demur to invite a robot to come to the hotel room with extra towels and prefer a human voice or face. The demographic that's most confident and ready to accept robots is a predominantly young and male consumer base. Other customers may doubt their own capability to interact or may not believe that the robot is functionally able to assist them. Companies also must consider where tech can become more cumbersome than helpful if the robot is not able to help the majority of customers effectively.

To manage the customer-robot service interactions, human employees are essential. They need to be present to guide customers through the robot interactions as needed. To avoid being like the self-checkout lane at the grocery store, don't simply put your customers to work and remove the option for human services completely. In short, robots and coworkers are the most effective service team.

Robots Introduced as Coworkers - Not Replacements

Introducing robots to customer service front lines can feel relieving and threatening to human employees. Putting robots front and center can reduce monotonous tasks and reduce customer mistreatment, but human coworkers may be skeptical of robots' functionality - or may fear they are too functional and will steal their jobs.

Be clear that human employees are an essential part of the successful integration of new technologies into a business. They help anthropomorphize the robots for customers (e.g., "have you met Jennifer, my new robot coworker?" ensure robot functionality, and take over when not meeting expectations, and their own comfort interacting with the robot serves to role model for customers who might otherwise be skeptical.

To increase comfort with robot teammates, managers should communicate that the goal is not to replace humans but to successfully integrate robot and human labor for the optimal customer experience. Managers help by effectively communicating about the robot technology - its functionality and its limits - and offering reward programs for technology training and expertise. In addition, managers should communicate how the new technology can protect employees from the most tedious tasks and unpleasant customers, and might even be fun and enjoyable to interact with.

While robots are likely to take over some front-line jobs that are standardized and routine - the grocery cashier or hotel front-desk clerk, for example - the diversity and complexity of human nature is likely to still require that humans are involved in even these forms of service. When employees realize that their tasks become more interesting - with the robot dealing with the monotonous tasks or abusive customers - they might just want to include that robot in the next happy hour invitation.
* * *

Service robots is an emerging technology, and service robots might have unexpected benefits beyond the customer service interaction. Management professor Pok Man Tang, one of the authors of the above 2021 study in Journal of Applied Psychology, has discovered early evidence that interactions with anthropomorphized service robots enhance customers' openness to diversity: both their acceptance of nonconventional products and attitudes toward minoritized service employees.

Ultimately, whether people continue to enjoy robots in customer service will depend on the interpersonal skill and human-ness (not too little or too much) and functionality of the technology, and the acceptance of the humans (customers and coworkers). Robot technology should not simply be added as a novelty, but carefully integrated to deliver value to customers and support employees - maintaining a balance between automation and human interaction.

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Robots Are Changing the Face of Customer Service

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Thanks to the Covid-19 pandemic, service robot technology has been on the rise in the past few years. Robots like Hilton's "Connie" and Softbank's "Pepper" are already handling guest experiences in hotels, restaurants, and shops around the world. Self-service automated kiosks are here to stay, and robots are the future of customer service.

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The rise of generative AI in the workplace is inevitable. There’s a lot to be excited about it.

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http://ergo.southwales.ac.uk/login?url=https://www.proquest.com/europeannews/news

papers/evolving-skills-workplace-boosts-options-all/docview/2858067215/sem-

2?accountid=15324

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Slagg, A. (2024). AI in Education in 2024: Educators Express Mixed Feelings on the Technology’s Future. [online] Technology Solutions That Drive Education. Available at: https://edtechmagazine.com/k12/article/2024/09/ai-education-2024-educators-express-mixed-feelings-technologys-future-perfcon.

This magazine article oversaw the advantages and disadvantages of the use of AI in education. This particular article concentrates on the advantages however also explores the disadvantages by comparing statistics on the use of AI in the classroom. I have chosen this article as it is deemed credible for publishing a high degree of factual information with a left centre biased learning perspective and I believe is relevant to this assignment. Education leaders have an optimistic opinion of AI with The Consortium for School Networking’s State of EdTech District Leadership report notes that 97% see benefits however there is a delay in implementation with only 35% expressing they have generative AI in place. AI can be used for various tasks within educational purposes such as managing the classroom, planning lessons, grading assignments, communication with students and parents and also meeting administrative requirements. This article uses several surveys to evaluate different perspectives on AI and uses percentages to show outcomes. I have carefully analysed this article and after looking at statistics I believe AI is extremely beneficial within education for students and teachers whether it's used for new ideas, brainstorming, supporting materials and assignments. As indicated by Carnegie Learning, time spent doing administrative tasks was reduced by 42% whilst using AI, 18% reported benefits to improving student engagement and only 1% of respondents found no benefit to using AI in the classroom. I looked further into the article referencing Carnegie Learning statistics where they carried out a survey with the outcome that 72% of teachers were using AI after data was collected between the 5th-16th December 2023 with 799 respondents.

The concerns on AI in this article from Microsoft and Carnegie learning are students having the ability to cheat using AI and plagiarism. It is visible that AI is continuously adapting and improving and from this article significantly helping in the education industry however there is still room for improvement as shown in this article.

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Technology Solutions That Drive Education

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Another driver of AI reluctance may be a lack of familiarity with the technology. In Microsoft's AI in Education report, 68% of educators say they have used AI once or twice, while 22% use it daily. However, only 24% claim a strong familiarity with AI.

Most educators in this survey may be trying to develop a better understanding of how the emerging technology could be applied to their administrative and classroom tasks.

AI Benefits Productivity and Differentiated Learning

Between managing the classroom, grading assignments, planning lessons, communicating with parents and families, and meeting administrative requirements, teachers are stretched thin as they strive to meet all of their occupational demands. Generative AI is well suited to address these pressing teacher needs.

According to Carnegie Learning, teachers who use AI are finding multiple benefits from doing so:

42% found that using AI reduced the time spent on administrative tasks.

25% reported benefits in AI's ability to assist with personalized learning.

18% reported benefits related to improving student engagement.

17% noted AI benefits in enhancing student learning outcomes.

Notably, only 1% of respondents found no benefit to using AI in the classroom.
WATCH NOW: Modern classroom technologies improve K-12 student engagement.
Looking at the particular tasks where AI has been applied, the majority of Carnegie Learning respondents (52%) are using the technology for brainstorming and idea generation. Others use it to create teaching materials, plan lessons or grade assignments.

Overall gains in productivity and personalized learning were reflected in both the CoSN and Microsoft reports. Among Microsoft's respondents, 24% used AI to update lesson plans, supporting materials and assignments.

Biggest Concerns Include Training on AI and Student Cheating

While educators have found valuable upsides to using AI, they are also concerned about the technology. When CoSN asked them about AI's biggest risks, 63% worried about new forms of cyberattacks, and 49% cited a lack of teacher training for integrating AI into instruction. Concerns about training and classroom integration were high among Microsoft respondents as well, with 50% seeing a lack of training and support as the biggest challenge.
REGISTER HERE: Webinar shares steps for leveraging AI for student learning.
The most widespread concerns by far among Microsoft and Carnegie Learning educators, however, were related to student cheating and plagiarism.

This worry is not lost on CoSN educators, with 20% of respondents saying that they worked in districts that use tools to detect AI-generated answers in student work. Clearly, this is a leading concern for educators that includes a thorny patch of ethical considerations with no easy answers.

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AI in Education in 2024: Educators Express Mixed Feelings on the Technology's Future

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There is optimism about artificial intelligence's productivity gains amid worry about inappropriate student use. Here's what you need to know.

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Uzialko, Adam . “How Artificial Intelligence Is Transforming Business.” Business News Daily, 27 Aug. 2024, www.businessnewsdaily.com/9402-artificial-intelligence-business-trends.html.

I have chosen this article based on its credibility with business news daily using a team of entrepreneurs and expert reviewers delivering a service investigation and personal knowledge on a particular software or tool. Their institutional knowledge combined with up to data research provides accurate, informative and well rounded guidance. Their business experts have decades of experience as entrepreneurs, product specialists and business operations consultants. They use their research to help provide information on which products and software are beneficial to businesses, not only looking at business leaders but also less known brands hoping to show innovative ideas to help maximise profits for businesses. The article looks at various factors surrounding AI, with a table of contents containing, What is AI? How AI is transforming business, the future of AI, What does AI mean for workers? And is AI the future?. The article show’s how AI impacts business and how adopting AI technologies is imperative to maintaining a competitive edge, they identify AI as a computer software that engages in human like activities, they look closely into the ML type of AI which is the most commonly used type of AI for business purposes explaining that ML can analyze data as it comes through significantly faster than humans identifying problems sooner for quicker resolutions. “Artificial intelligence is kind of the second coming of software, “It’s a form of software that makes decisions on its own, that’s able to act even in situations not foreseen by the programmers. Artificial intelligence has a wider latitude of decision-making ability [than] traditional software. Amir Husain, founder of ML company SparkCognition. The article looks at the benefits of cybersecurity as the writer believes it is indispensable by preventing and avoiding security threats with AI having the ability to detect a threat, backtrack through previous data and prevent future cyber attacks resulting in significantly boosting infrastructure. The experts behind these theories are convinced that AI’s potential is limitless when it comes to businesses with the future of AI handling more everyday tasks and making the impossible possible “AI is starting to make what was once considered impossible possible, like driverless cars, “Driverless cars are only a reality because of access to training data and fast GPUs [graphics processing units], which are both key enablers. To train driverless cars, an enormous amount of accurate data is required and speed is key to undertake the training. Five years ago, the processors were too slow, but the introduction of GPUs made it all possible.” explained Russell Glenister, CEO and founder of Curation Zone. In regards to looking at this article for this assignment I believe that AI is continuing to advance in every aspect and will soon become a huge part of all business in the future with continuous studies over various aspects proving to be beneficial.

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How Artificial Intelligence Is Transforming Business - businessnewsdaily.com

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This guide explains how AI is already changing the business landscape and how small businesses might leverage the technology.

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Bain, 25 Sept. 2024, www.bain.com/insights/ais-trillion-dollar-opportunity-tech-report-2024/.

I have chosen to use Bain and Company business report to analyze for this assignment, however with their being controversy over the businesses wealth and tax evasion they still are still ranked one of the top business firms in the world. This report believes that the pace of technological change has never been faster and AI is the prime mover of the current wave of change, Bain is convinced that AI related hardware and software will grow between 40% and 55% annually for the next 3 years achieving up to $990 billion by 2027. The use of a bar graph in this report shows predicted percentages of AI technology powered by neutral networks and machines excluding traditional business analytics and intelligence, the results show AI will in increase by 110%-135% in regards to models, 60%-85% of Applications and Market places but all aspects show an expected increase in AI use in technology by 2027. Bain states that Generative AI is set to become the killer app for computing as enterprises try to manage suppliers, protect data and control cost of ownership. I do believe this is relevant for larger businesses with latency, security and cost becoming increasingly relevant with higher workloads however I do believe smaller businesses will be reluctant to enforce AI until further research is completed. This report shows a consequent growth in AI over the next three years however these are only predictions.

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The market for AI products and services could reach between $780 billion and $990 billion by 2027.

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Rebecca Sutton 23084942 Academic Journal

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Rebecca Sutton 23084942 Academic Journal

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Emaminejad, Newsha, “Trustworthy AI and Robotics: Implications for the AEC Industry.” Automation in Construction, vol. 139, no. 1, July 2022, p. 104298, https://doi.org/10.1016/j.autcon.2022.104298.

I have selected this journal as part of my assignment after doing some research science direct are believed to be a credible source even with it being a secondary source of information it is believed that the search features provided by PubMED/MEDLINE with a comprehensive investigation of medical documents are found to be exceptional compared to other search engines

This journal covers a research background, systematic review methodology on AI and robotics review in the AEC Industry, discussions of trust dimensions and implications of the AEC Industry and future research. As the role of AI becomes more distinguished in industrial settings the need to build trust in these agents becomes more apparent by their human counterparts. The introduction of this journal shows a report used from National Academies of Science, Engineering and Medicine with research consistently showing that an explainable and transparent decision-making process can help users gain appropriate levels of trust in intelligent agents. The journal shows that small businesses comprise the vast majority with a share of 82.3% compared to 44.4% for manufacturing and 35.1% for retail, small businesses tend to be more hesitant when it comes to introducing new technology that could prove to be a longer process to implement AI throughout all businesses. I believe this article is very relevant to my assignment however with it being written in 2022 and not being updated since i do believe a lot of statistics could have changed since then with AI forever developing and expanding throughout the business world.