AI, Chat Agents, and the Race to Digital Transformation in Hospitality

Beyond automation, Bennett sees AI reshaping revenue management and CRM strategies, making personalization at scale a reality. However, he warns that hospitality's traditional tech silos are holding the industry back. To unlock AI's full potential, hotels need a unified digital strategy that integrates proactive upselling, predictive analytics, and seamless guest interactions across all touchpoints.

Looking ahead, Bennett predicts a major shift in travel bookings—moving away from traditional search engines toward AI-powered, social-driven booking ecosystems. He points to WeChat-style super apps as a model that could redefine how travelers discover, plan, and book stays. With the industry's accelerated digital adoption post-pandemic, Bennett is confident that in just a year, AI discussions will evolve from experimentation to full-scale industry transformation.

Key Takeaways

• AI-driven automation is already changing hospitality – AI-powered call centers and chat agents are reducing costs and improving service.
• Voice reservations are going fully AI – Cendyn's Poly AI partnership is automating entire booking conversations, freeing human agents for complex guest needs.
• Personalization at scale is the new revenue frontier – AI-driven CRM and revenue management will redefine how hotels engage and convert guests.
• Tech silos must be eliminated – A unified digital strategy is key to unlocking AI's full potential across operations, marketing, and guest experience.
• The future of travel bookings is AI-driven – Expect a shift from search engines to super apps, reshaping how guests discover and book hotels.

Cendyn's vision is clear: AI isn't just about automation—it's about revolutionizing revenue, personalization, and the entire booking journey for a smarter, guest-first hospitality industry.