According to Info-Tech's latest findings, the gaming and hospitality sector is grappling with the challenge of formulating and executing a Gen AI strategy and governance model aligned with business objectives. Namely, both industries have partly adopted AI, and lack organizational insights and understanding to fully unlock the transformative capabilities of AI.
The newly released research not only identifies the challenges but also offers targeted use cases as a valuable resource. The objective is to catalyze a paradigm shift within the industry by enabling strategic and responsible implementation of generative AI. By providing a blueprint for IT leaders in gaming and hospitality, the research aims to empower them with the insights needed to fully embrace the potential of AI.
"In the gaming and hospitality industry, the advent of generative AI marks the beginning of an exponentially transformative era. It's not just about redefining traditional operations and guest experiences but also about significantly boosting margins and top-line growth. With its advanced algorithms and creative potential, this technology is poised to curate exceptionally hyper-personalized and engaging encounters," says Larry Fretz, Vice President of Industry Research and Senior Managing Partner at Info-Tech Research Group.
The blueprint exposes the levels of uncertainty prevalent in the gaming and hospitality sector regarding the effective harnessing of Gen AI's power. This uncertainty is linked to each organization's maturity level, with many grappling to discern a clear path for successful implementation. Adding complexity to this challenge is a limited understanding of potential use cases and their alignment with overarching strategic goals. Additionally, other risks of AI adoption include threats to guest privacy, brand reputation, and data security.
Gen AI helps with personalization and optimization
In response to these challenges, the research firm has introduced an innovative library specifically tailored for the gaming and hospitality sector, featuring Gen AI use cases. This resource aims to assist organizations and their IT leaders in evaluating potential applications based on their unique capabilities and value propositions.
Overall guest experience can be enhanced by implementing guest-service chatbots capable of delivering human-like responses to complex inquiries. Additionally, advancing hyper-personalization initiatives by introducing sophistication to 1:1 interactions creates more tailored and engaging customer experiences.
Leveraging advanced AI support to strengthen anti-money laundering (AML) efforts, facilitate know-your-client (KYC) procedures, and support responsible gaming initiatives.
Moreover, utilizing AI to craft online games and themes that align with player behavior and preferences optimizes engagement and satisfaction.
As per the latest Tech Trends 2024 report, 66% of companies intending to invest in AI by the conclusion of 2024 foresee a favorable impact on their business operations. This highlights a pressing need for the gaming and hospitality industry to swiftly embrace AI technologies. Other surveys by companies such as Talkdesk, mention the positive influence of AI implementation in sectors like banking and insurance.
