Robo-baristas will not replace humans: Experts

Crans-Montana: AI-powered robo-baristas serving coffee and drinks, holographic hotel check-in facilities and other such new-age tech are bringing a change in the hospitality industry but will not replace humans, according to experts. Nearly 100 hospitality and tech experts had gathered recently at the third Spark Innovation Sphere Summit, which was organised by Les Roches Global Hospitality Education at its campus nested in the Swiss Alps here, to discuss the "Impact of New Technologies on Traditional Hospitality".

In his opening address at the event, Les Roches CEO Carlos Díez de La Lastra called for a collaboration among the industry, education and public institutions, private actors and start-ups to create an ecosystem fostering innovation aimed at adding value to businesses, employees and customers. Highlighting that innovation is not just about technology but making life easier for employees and customers, director of Spark at Les Roches Crans-Montana Pablo Garcia said innovation and sustainability go together, and innovators need to create solutions to support a sustainable development.

"Technology will not replace human beings, it will enhance their added value," he added, as he welcomed participants at the summit. Artificial intelligence, robotics, holograms, Web3 and other technologies are enhancing customer experience and revenue for the industry, and are essential for sustainability, but these will never replace human beings as travel and hospitality will always essentially be a "people" thing, speakers said at the event, sharing their insights on the advent of these new technologies.

The event was witness to a robotic barista in operation, an interactive web application that enhances customer experience and a holographic hotel check-in system among others that hospitality students at Les Roches helped develop. Tech giant Deloitte and French multinational hospitality company Accor gave presentations on initiatives they are taking to foster innovation and sustainability in the tourism and hospitality industry, especially in the luxury sector.