In 2017, artificial intelligence (AI) and the Internet of Things (IoT) were the hottest technology trends, garnering a lot of attention from technophiles. There is no doubt that these two technologies are going to revolutionize the digital world in the same way smartphones transformed the first decade of the 21st century.
Designing products and services to be frictionless will lead to more compelling user experiences and greater affinity with the customer. For example, biometric chip in Apple iPhone helps establish seamless user identity & trust to unlock screen, make one-step secure payment to buy apps from app store etc. In this case, there is a 1:1 relationship between user-device and manufacturer of a device enabling frictionless experience for user. But it is not the same in the case of an upscale hotel that has IoT devices (smart bulbs, digital key locks, smart thermostat, connected vending machines etc.) to enhance guest experience i.e., hotel first needs to secure different manufacturer’s IoT devices procured & installed in its premises and rooms. Then establish a temporary trust relationship between guest checking into the hotel & devices in room and when guest checks out remove the temporary trust established at the time of check-in to avoid misuse of devices by guests etc.