Generative AI Use Case Library for the Gaming & Hospitality Industry
Identify value-driven generative AI use cases to transform your organization.
- Gaming and hospitality adoption has been slow despite rapid growth of investment and development in other industries.
- The industry is cautious to deploy generative AI technologies at scale given the pervasive discussions about associated limitations and risks in the media landscape.
- IT leadership lacks organizational insight to develop a business-aligned generative AI strategy and governance model.
Our Advice
Critical Insight
Despite all its buzz, generative AI can be rapidly implemented and successful in supporting the organization’s business efforts if the approach to implementation is done strategically and responsibly.
Impact and Result
Info-Tech’s use-case library provides practical guidance to help gaming & hospitality organizations accelerate value-driven Gen AI use-case adoption.
Generative AI Use Case Library for the Gaming & Hospitality Industry
Identify potential generative AI use cases to transform your organization.
Analyst Perspective
Deploy value-driven generative AI use cases rapidly and responsibly.
Artificial intelligence (AI) is not a new concept for the gaming and hospitality industry. Organizations are well aware of its capabilities to improve both guest and employee experiences.
Over the last few years, “artificial intelligence” has become less of a buzzword, with “metaverse” and “crypto” taking the top spot in everyone’s minds. Recently, with the development of generative AI (Gen AI), AI technologies have been coming back into the spotlight. At the moment, however, organizations in the gaming and hospitality industry are more concerned about the risks of Gen AI than the potential benefits it can reap. IT leaders are pressured into understanding what the impact of AI means for their organization and the industry.
If organizations develop a balanced approach to AI, which allows for rapid and responsible implementation, they should be in secure hands. Discovering use cases is a crucial element of this approach. An ad hoc method for selecting use cases will not deliver value.
This report provides a generative AI gaming and hospitality use case library that can help your organization analyze use cases based on their capabilities and sources of value.
Monica Pagtalunan
Research Analyst, Industry Practice
Info-Tech Research Group
Executive Summary
Your ChallengeThe adoption of generative AI in the gaming and hospitality industry has been slow, despite the rapid growth of investment and the development of Gen AI in other industries. The gaming and hospitality industry is cautious to deploy Gen AI technologies at scale, given the pervasive discussions about associated limitations and risks in the media landscape. IT leadership lack organizational insight to develop a business-aligned Gen AI strategy and governance model. |
Common ObstaclesThe gaming and hospitality industry doesn’t know where to start. Depending on the maturity level of each organization, there is uncertainty about the journey that needs to be taken to be successful. There is a limited understanding of potential use cases within the industry and how to ensure alignment with strategic objectives. The industry is concerned about the risks of AI that could impact guest privacy, brand reputation, and the security of data. |
Info-Tech’s ApproachDiscover Gen AI uses as the first step in establishing the value of Gen AI in an accelerated fashion while encouraging executive buy-in. Analyze the business capability map to prioritize AI use cases and increase the likelihood of benefit realization. Build your Gen AI roadmap rapidly and responsibly, leveraging your chosen use cases within a six-step practical framework to accelerate the adoption of Gen AI. |
Info-Tech Insight
Despite all its buzz, generative AI can be rapidly implemented and successful in supporting an organization’s business efforts if the approach to implementation is done strategically and responsibly.
Generative AI is an innovation in machine learning
Generative AI (Gen AI)
Gen AI is a form of machine learning. In response to prompts, a Gen AI platform can generate new outputs based on the data it has been trained on. Depending on its foundational model, a Gen AI platform will provide different modalities and thereby different use case applications.
- Audio – Converts text to sound
- Visual – Enables text to image, video, or web design conversions
- Code – Creates code in various programming languages based on human language prompts
- Text – Creates text-based outputs such as articles, blog posts, emails, and information summaries
Machine Learning (ML)
ML is an approach to implementing AI, whereby the AI system is instructed to search for patterns in a dataset and then make predictions based on that set. In this way, the system “learns’ to provide accurate content over time. (Think of Google’s search recommendations.)
Artificial Intelligence (AI)
AI is a field of computer science that focuses on building systems to imitate human behavior. Not all AI systems have learning behavior; many systems, such as customer service chatbots, operate on pre-set rules.
Info-Tech Insight
Many vendors have jumped on “Gen AI” as the latest marketing buzzword. When vendors proclaim to offer Gen AI functionality, you need to pin down exactly what is “generative” about it. The solution must be able to induce new outputs from inputted data via self-supervision – not trained to produce certain outputs based on certain inputs.
Generative AI has significant guest experience potential
01 – Intuitive and simplified guest engagement: Guest-facing interactions can be streamlined by leveraging Gen AI to analyze large amounts of guest data. The data can be used to generate insights and personalized content, which can be used to improve service quality and anticipate the needs of guests.
02 – Delivery through multiple channels: Generative AI tools can enhance the omnichannel experience, delivering consistency across every touchpoint by considering the digital data footprint left behind by each guest in every engagement.
03 – Enhanced convenience and accessibility for all guests: When consumers are expecting quick service, generative AI is a valuable solution, producing relevant information with better accuracy and minimized response times.
04 – Importance for digital natives: Digital natives, born between 1997 and 2012, fully embrace technology and, by extension, are eager to incorporate generative AI into their daily lives. Gaming and hospitality organizations can use this to their advantage by ensuring that generative AI is plugged into guest-facing interactions.