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Hilton expects agentic AI to simplify the hotel customer experience

Dive Brief

The hotel is investing in its tech stack as it prepares for agentic AI to drive better customer experiences while reducing costs for the business, President and CEO Chris Nassetta said.

Published Oct. 30, 2026

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Hilton is investing in its tech stack as it prepares for agentic AI to drive better customer experiences and reduce costs, President and CEO Christopher Nassetta said Tuesday on a Q3 2026 earnings call.
The hotel chain is testing solutions that will connect the physical and digital sides of the experience, Nassetta said. He expects this technology to “revolutionize” how Hilton goes to market, how customers experience properties and how the company handles customer service.
“In the years to come, we believe technology will become an even greater strategic advantage for Hilton, empowering our team members, strengthening performance for our owners, and making it easier for guests to...

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