Give your AI a soul: Designing natural, helpful and on-brand conversations that guests love
As AI moves from back-office automation into direct guest interaction, the question is no longer what AI can do, but how it should sound, feel and behave. Georgia Lewis Anderson, one of the world’s leading experts in conversational AI, has crafted the personalities behind Cortana, Google Assistant and Meta’s Llama 3. In this session, she explores what the next era of human–AI communication means for hospitality operators.
From bookings to in-venue service, learn how voice interfaces and AI assistants will reshape guest experience, and why your brand’s “tone of voice” now needs to be translated into algorithms, not just marketing copy. Georgia will share practical principles for designing human-centred AI interactions that feel natural, helpful and unmistakably on-brand. She’ll also unpack how frontline teams can use conversational AI as a smart co-pilot to reduce admin, unlock productivity and elevate warm, personal service.
