Why Hospitality AI Must Feel Human Without Pretending to Be
Hospitality has always been about how guests feel—not how advanced the technology behind the scenes might be. As hotels, resorts, and entertainment venues invest in AI concierges and digital humans, many are focused on making these systems appear more human. But that may be the wrong goal. In this piece, Michelle Collins explores why hospitality AI should feel warm, clear, and supportive without pretending to be human—and why transparency, trust, and knowing when to hand off to a real person matter more than realism.
The Science of Trust: What Makes People Engage More Deeply With an Avatar
What makes people trust an avatar? It’s not photorealism, it’s behavior. From eye gaze and micro expressions to cadence and emotional rhythm, the research shows that trust is built through subtle, human-like signals that help people feel seen, supported, and understood. In this article, Michelle Collins breaks down the science behind why people engage more deeply with digital humans—and why ethical design matters more than ever.
Journey to the Center of the Uncanny Valley
In the world of avatars, interactive virtual assistants, and robots, it’s vital to steer clear of the “uncanny valley.” Originally coined “Bukimi no Tani Genshō” by Japanese roboticist Masarhiro Moti, the uncanny valley is “the phenomenon whereby a computer-generated figure or humanoid robot bearing a near-identical resemblance to a human being arouses a sense of unease […]