Inteligencia artificial en la industria de la hospitalidad latinoamericana: una revisión de alcance

Ismael Castillo-Ortiz; Elizabeth Guevara Martínez; Carmen Villar-Patiño

doi:10.14198/INTURI.25777

Autores/as

Ismael Castillo-Ortiz Universidad Anáhuac México, México https://orcid.org/0000-0003-0128-0019
Elizabeth Guevara Martínez Universidad Anáhuac México, México https://orcid.org/0000-0002-2911-1957
Carmen Villar-Patiño Universidad Anáhuac México, México https://orcid.org/0000-0003-3019-2341

DOI:

https://doi.org/10.14198/INTURI.25777

Palabras clave:

Turismo, Gastronomía, Machine Learning, LATAM, Predecir, Producir, Promocionar, Proporcionar

Resumen

Este trabajo tiene como objetivo determinar la aplicación de la inteligencia artificial en la industria de la hospitalidad en Latinoamérica. Para lograrlo, se optó por un enfoque de revisión de alcance, adecuado para casos como éste, en los que la literatura existente no ha sido revisada de manera exhaustiva o presenta una naturaleza compleja y heterogénea. En este estudio se seleccionaron 35 documentos que cumplían con los criterios: ser de autores latinoamericanos y con temática de inteligencia artificial aplicada en la región. Al realizar el análisis con la metodología de las 4 P’s (Predecir, Producir, Promocionar y Proporcionar) se obtuvo un total de 86 contribuciones, de éstas el primer lugar con 42% se concentra en proporcionar experiencias a clientes, 22% en predecir información de valor para la toma de decisiones, 19% en promocionar sus ofertas y el 17% en mejorar la producción de servicios y productos. Además, se encontró que las técnicas de inteligencia artificial más empleadas en el sector de la hospitalidad son aprendizaje de máquina y procesamiento de lenguaje natural. Sin embargo, se detectó que las investigaciones sobre esta temática en los países latinoamericanos representan menos del 3,5% de la producción global. Por tanto, con este trabajo se pretende contribuir a una mayor comprensión de la aplicación de la inteligencia artificial en la industria de la hospitalidad y turismo en América Latina, abarcando tanto la perspectiva del cliente como la empresarial. No obstante, resalta la urgencia de fortalecer la investigación en este ámbito para impulsar el crecimiento y la innovación de la industria de la hospitalidad y el turismo en la región, dado su papel fundamental en la economía de estos países.

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