J 2026

Types of AI tools in hotel CRM and their USE across regions and industries

BOTLÍK, Josef; Milena JANÁKOVÁ and Milena BOTLÍKOVÁ

Basic information

Original name

Types of AI tools in hotel CRM and their USE across regions and industries

Name in Czech

Typy AI nástrojů v hotelových CRM systémech a jejich využití v regionech a odvětvích

Authors

Edition

ALMANACH Actual Issues in World Economics and Politics, Bratislava, EUBA, 2026, 1339-3502

Other information

Language

English

Type of outcome

Article in a journal

Field of Study

50800 5.8 Media and communications

Country of publisher

Slovakia

Confidentiality degree

is not subject to a state or trade secret

References:

Marked to be transferred to RIV

Yes

Organization unit

School of Business Administration in Karvina

Keywords (in Czech)

Cestovní ruch; AI; Chatbot; Voicebot; Odvětví

Keywords in English

Tourism; AI; Chatbot; Voicebot; Sector

Tags

International impact, Reviewed
Changed: 24/8/2026 08:42, Ing. Milena Botlíková, Ph.D.

Abstract

In the original language

The article aims to assess the extent of implementation of artificial intelligence (AI) tools and types of AI tools in the accommodations and hospitality industry, focusing on the Czech Republic and impact introduction. The objective is pursued through a structured review of the literature published between 2019 and 2025, complemented by analyses of third-party surveys and official statistics from Eurostat and the Czech Statistical Office. Statistical data is subjected to comparative analysis across geographical areas and subsectors. The article synthesizes fragmented evidence and addresses two research questions concerning geographical and sectoral differences. The main findings indicate that the Czech Republic lags behind the EU-27 in the adoption of AI tools, and notable cross-sector disparities persist, with uneven implementation. Hotel enterprises use AI primarily for text and voice generation, data analysis, and travel-agency booking processes. Overall, the evidence suggests that AI generates benefits for businesses; however, its use must remain attuned to customer satisfaction. AI tools are currently expanding the range and quality of services, but do not replace the human factor in the hotel industry.