One of the most exciting technological developments within the travel industry in recent years has been the increased prevalence of robots, with examples ranging from text-based chatbots and front desk robotic assistants to security robots and robotic travel cases. This article takes a closer look at how robots transform tourism, providing eight real-world examples of their use and examining some pros and cons.

Understanding Robots

Although most of us have a concept of a robot, it can be more difficult to define what ‘robot‘ means clearly. Effectively, a robot is a machine designed to perform specific tasks accurately and automatically. This could include physical tasks, such as part assembly in a factory, or text or speech-related tasks.

In terms of appearance, while you may immediately think of a human-like android, robots can take many different forms in reality. They can be completely autonomous or semi-autonomous, operating with some human assistance. Modern robots use technology ranging from collision detection to speech recognition and artificial intelligence. According to the Robotics Industry Size & Share Analysis Report by Mordor Intelligence, the global robotics market size is projected to reach $95.93 billion by 2029.

For those in the travel industry, AI is perhaps the most exciting robot-related technology because it can facilitate machine learning and perform more complex tasks, which typically require human cognitive function. Put simply, AI is the ability of a machine to mimic this kind of cognitive ability.

Robots in the Travel Industry - Understanding Robots

Definitions outlining precisely what counts as artificial intelligence are somewhat fluid. Nevertheless, it is usually agreed that speech recognition, problem-solving, learning from human interactions, completely autonomous movement, and the demonstration of logic and reasoning all fall within this field.

Applications Within the Travel Industry

Robotic technology is rapidly gaining popularity within the travel industry, partly motivated by changing consumer habits concerning tourism. Customers increasingly seek self-service methods, making automation robots appeal to hotels, travel agents, and other businesses.

According to the Hospitality Robots Market Report by Zion Market Research, the global hospitality robots market is projected to grow at a CAGR of 25.51% until 2030. Robots provide hospitality companies with several benefits in terms of delivering excellent customer service. For example, chatbots can be made available 24/7, with almost instantaneous response times, which would be virtually impossible for human staff. They can also reduce queue sizes.

Table: Example of Robots Within Travel Industry

Application Area Functionality Benefits
Customer Service Chatbots Automated responses to customer inquiries are available through websites or apps. Provides 24/7 assistance, reducing wait times and increasing customer satisfaction.
Check-in/Check-out Robots Automated kiosks for self-service check-in and check-out in hotels. Speeds up the process, reduces queues, and allows staff to focus on other tasks.
Luggage Handling Robots Robots that transport luggage to and from rooms or within airports. Improves efficiency and reduces the physical burden on staff and travelers.
Cleaning Robots Automated machines for cleaning floors, windows, and public areas. Ensures consistent cleanliness, enhances hygiene, and frees up staff for other duties.
Delivery Robots Robots that deliver items like room service orders directly to guests. Increases service speed and reduces human-to-human contact, which is important for health safety.
Informational Kiosks Interactive robots provide information, directions, and recommendations. Offers personalized travel advice and information, improving the guest experience.
Security Robots Robots patrolling premises to detect and report unusual activity. Enhances security measures and provides real-time surveillance, offering peace of mind.

8 Real-World Examples of Robots within the travel industry

Eight of the most prominent examples of robots being used in the travel industry are outlined below:

1. A Robot-Staffed Hotel

One of the most exciting examples of robots in the tourism and travel industry comes from Nagasaki in Japan. Here, the Henn-na Hotel is recognized as the world’s first robot-staffed hotel. Robots use voice, facial recognition, and AI technology to operate at the front desk, as customer information points, and for storage purposes.

2. Connie, Hilton’s Robot Concierge

Hilton has deployed robot technology in the form of Connie, an artificially intelligent concierge developed in collaboration with IBM. To respond to their queries, Connie can interact with visitors, using speech recognition technology. It also learns from each interaction, meaning the more it is used, the more its responses will improve.

3. Travelmate: A Robotic Suitcase

Among the most innovative uses of robots within the travel industry so far is Travelmate, a robotic suitcase, which removes the hassle of travel. The suitcase can follow its owner around autonomously, utilizing collision detection technology and 360-degree turning capabilities, removing the need to carry the case.

4. Robot Assistants for Hotels and Airports

Hotels and airports are deploying robotic assistants to fundamentally change the customer experience. Tourists can ask these assistants questions, find out information, and even get them to perform key tasks, like room service. Many of these robotic assistants can also understand and communicate in multiple languages.

5. Robots in Travel Agencies

Another area where robots are being experimented with is within travel agencies, especially to entertain customers at busy times. In this way, the robots can gather important information about what the customer is looking for and then feed it back to a travel agent, improving efficiency.

6. Chatbots for Flight or Hotel Bookings

In much the same way online bookings revolutionized tourism, chatbots have started to do the same. One particularly good example is the SnatchBot Booking Travel Template, which uses AI to guide customers through the booking process, asking intelligent questions along the way.

7. Security Robots for Airports

With a constant need to improve airport security, robots are being deployed in some locations to assist human security staff. For instance, Knightscope robots are used in some airports to detect concealed weapons and other hidden items that are not permitted on flights.

8. Other Examples of Robots in the Travel Industry

Finally, there are a variety of other uses for robots within the travel industry. These include robot luggage porters and butlers, which can navigate hotels and provide valuable customer services, and robots capable of handling check-ins and check-outs, making for a much swifter experience.

Robots vs. Humans: The Pros and Cons

While robots have valid uses within the travel industry, they are controversial to some, and there are pros and cons to be aware of. In general, robots can deliver greater consistency and accuracy than humans and are often quicker than humans, especially regarding calculations.

Unlike human staff members, robots will never get tired or bored and do not require motivation. Additionally, robots do not need to be paid a salary, are not subject to employment regulations, and can be operational 24 hours a day, seven days a week, 365 days a year, without requiring breaks or holidays.

Yet, there are drawbacks, too. An over-reliance on robots could lead to an ‘automation crisis,’ where robots replace humans, leading to a shortage of jobs. Robots cannot adapt to unanticipated events, malfunction, and have high initial and longer-term maintenance costs.

Nonetheless, there are some situations where robots are necessary. A big plus point for using them is their ability to function in dangerous or treacherous environments where people cannot safely work.

Robots in the Travel Industry FAQs

Travel robots are automated machines used in the travel industry for various tasks such as customer service, luggage handling, information provision, and cleaning. They aim to improve efficiency and enhance the traveler’s experience.

Airport robots are used for security surveillance, cleaning, baggage handling, passenger information and guidance, and even boarding assistance. They help streamline operations and improve airport procedures’ overall efficiency and safety.

Robots help the industry by automating repetitive and laborious tasks, improving efficiency, reducing human error, enhancing safety, and providing data for better decision-making. They’re used in manufacturing, logistics, customer service, and more.

Yes, robots are used in hospitality and tourism for tasks like cleaning, delivering room service, providing tourist information, and assisting with check-ins and check-outs, enhancing guest experiences and operational efficiency.

Robots are better for space travel because they can withstand harsh environments, perform tasks without life support, and stay in space for extended periods. They can explore and gather data where it would be too dangerous or impossible for humans.

In recent years, robots have become commonplace in the travel industry, providing text-based customer service and more physical interactions. Ultimately, the main benefits are their ability to function 24/7, without needing breaks or motivation, providing greater consistency than humans would be capable of.

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This article is written by:

Martijn Barten

Hi, I am Martijn Barten, founder of Revfine.com. With 20 years of experience in the hospitality industry, I specialize in optimizing revenue by combining revenue management with marketing strategies. I have successfully developed, implemented, and managed revenue management and marketing strategies for individual properties and multi-property portfolios.