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Cognitive computing for the hospitality industry : A research as regards to the implementation of cognitive computing in business processes

Essenstam, L. (2017) Cognitive computing for the hospitality industry : A research as regards to the implementation of cognitive computing in business processes.

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Abstract:Cognitive computing is the development of computer systems modeled after the human brain, which learns through experience, makes decisions based on what it learns and has natural language processing capability. This study focuses on how cognitive systems can form a bridge between untapped opportunities and current capabilities in the hospitality industry. The hospitality industry is a growing business, resilient and fast-moving. Thereby, the increasingly complex interaction makes it more challenging to understand the needs and preferences of the guests. Therefore, adding a cognitive system in accordance to the right touchpoints with guests may lead to an increased satisfaction rate. The cognitive system needs to be available for all guests, first as a concierge system. Based on the behavior, preferences and previous experience of the guest, the cognitive system can create a guest profile. In addition, a cognitive system can be implemented in the check-in and checkout process and in the residences. Cognitive computing is a new technology, which personalizes the communication between the guests and personnel. Besides, it creates guest’s profiles to offer better, faster and personalized services. Consequently, the cognitive system gathers new insights on behalf of the hospitality industry, which makes it possible to create these unique experiences.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:58 process technology, 76 recreation, leisure, 85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/73832
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