This IDC TechBrief assesses the business value, adoption considerations, key metrics, critical success factors, and leading vendors of robotic automation solutions for hospitality environments — particularly restaurants, hotels, and travel providers. Robotics in hospitality can fill needs in both customer-facing and back-of-house area to increase efficiency; reduce customer touch points with staff; free workforce from repetitive, menial tasks; and provide opportunities for customized service.
"The integration of robotics technology in hospitality industries will see steady increases as workforce challenges and customer experience needs evolve," Dorothy Creamer, senior research analyst, Hospitality and Travel Digital Transformation Strategies at IDC. "In the near term, robotics use cases in hospitality will solve service issues by augmenting workforces and providing consistent support to guests. Longer term, the layering of advanced technologies such as AI, thermal scanners, machine learning, computer vision, and biometrics will further enhance the possibilities and application of robotics to assist hospitality workforces with service, health and wellness scanning, security, and loss prevention."