Beyond the Keynote: Top questions with Georgia Lewis Anderson
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Ahead of her keynote at Hospitality Tech360, Georgia Lewis Anderson offers a glimpse into the ideas set to spark real conversation on stage. From designing AI with personality to building trust through tech, she shares what today’s brands are getting wrong, and how hospitality can lead with empathy in a digital world.
What fascinates you most about the way humans talk to technology?
The way people talk to technology reveals how they think, how they feel, and sometimes what they’re afraid to admit out loud. Technology is a mirror!
Why do you think personality matters just as much as intelligence when designing AI?
Intelligence answers questions, but personality design shapes how the users feel about it.
What do most businesses get wrong when they try to make digital experiences feel human?
It’s not about making an AI feel more human, but using AI to enhance the users human experience.
How can brands use AI to build trust and emotional connection, not just efficiency?
By designing critical thinking into AI systems to help people make decisions rather than make them for them.
What’s the most surprising lesson you’ve learned from building conversational AI with human voices in mind?
With imperfections comes delight!
How should hospitality operators think about giving AI a personality that fits their brand?
Start with values, and get really specific about the character.
What’s one question every hospitality leader should ask before adopting AI?
"What decisions do we want AI to support, and which should always stay human?"
AI works best as a thinking partner, not an authority. If you’re not clear on that boundary, you’ll optimise the wrong things.
What role does empathy play in designing AI interactions in hospitality?
Empathy is the difference between a transaction and an experience, so it’s important to recognize when designing AI systems.
Looking ahead 3–5 years, how do you think AI will reshape the hospitality workforce and guest expectations?
I think hospitality is a great sector to be in as people will want more IRL experiences.
Join us at Hospitality Tech360 (HT360) on 30 March - 01 April at Excel London, register for your FREE trade pass here.
