Executive Summary
The rapid technological advancements in the hotel industry, particularly the adoption of AI-powered robotic concierge services, have transformed guest experiences. However, these services often overlook the diverse needs of neurodivergent individuals, a significant and underserved market segment. This qualitative user experience (UX) study explores the challenges faced by neurodivergent guests and identifies opportunities to enhance inclusivity and accessibility in robotic concierge services. Through in-depth, semi-structured interviews with 20 neurodivergent individuals, key issues emerged, including difficulties in effectively communicating needs, sensory overload from overwhelming environments, and a lack of customizable service options. The findings present actionable recommendations for hotel managers and AI developers to address these challenges, improve service quality, and foster an inclusive guest experience. Hotels can set new industry standards in accessibility and enhance their brand reputation and customer loyalty by implementing these strategies, which will result in long-term success and broader market growth.
Recommended Citation
Joo, Hyei Rin (Hayley); Su, Joan; and Tsai, Chin-Hsun (Ken)
(2024)
"Bridging the Gap: Optimizing AI-Powered Robotic Concierge Services for Neurodivergent Hotel Guests,"
ICHRIE Research Reports: Vol. 9:
Iss.
5, Article 4.
DOI: www.doi.org/10.61701/311750.093
Available at:
https://via.library.depaul.edu/ichrie_rr/vol9/iss5/4
