Abstract
This study explores how hospitality—traditionally a human act of welcoming, empathy, and care—is changing in today’s digital world. With the rise of smart systems (e.g., 78% of global hotel chains deploy AI-driven chatbots for guest services), virtual platforms, and data-driven tools, hospitality is no longer confined to face-to-face interactions. It now unfolds in hybrid spaces where people and machines collaborate: for instance, 62% of users report interacting with automated systems, and 54% express skepticism about their ability to replicate human warmth (2023 Hospitality Tech Survey). The paper examines how our brains process empathy, emotional connection, and perspective-taking—processes reliant on mirror neuron activation and emotional aspects—and research how technology alters these dynamics. Emotionally responsive interfaces, such as chatbots programmed with sentiment analysis (used by 89% platforms), simulate care through scripted exchanges. However, these innovations expose systemic tensions. Algorithmic bias in hospitality platforms—evident in a 2021 MIT Study showing facial recognition errors for darker-skinned users at 34% versus 0.8% for lighter skin in hotel check-in systems. Meanwhile, data commodification (e.g., 72% of travel apps monetize user preferences) turns hospitality into transactional exchanges, eliminating trust. Case studies from service industries, and digital art projects reveal ambiguities in accountability: Who “hosts” when interactions are governed by code? At the intersection of cognitive science, media theory, and design ethics, this paper argues for redefining hospitality in the digital age—where care is simulated but authenticity remains contested. It concludes by advocating for systems prioritizing transparency and equity, ensuring technology amplifies—rather than replaces—the human capacity to belong.
Presenters
Vivian GomesChief Education Officer, Design, SHNORH | Academy of Art, Design and Strategy, California, United States Aadhya Krishna
Co-Founder and Executive Director, Academy of Art Design and Strategy (A.A.D.S), New York, United States
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
New Media, Technology and the Arts
KEYWORDS
Cognitive inclusion, Digital Hospitality, Mediated Empathy, Algorithmic Bias, Ethical AI
