The Tourism, Industry and Commerce Ministry is moving toward adopting artificial intelligence (AI) to enhance customer service delivery in Guyana. This was according to Subject Minister Susan Rodrigues when she appeared on the Guyana Dialogue Show on Thursday evening, where she was asked about how youths are being involved in technology and social media and how these platforms are changing the way Guyana markets itself to the world. The Minister noted that social media is now an unavoidable part of modern society.
“Social media is not something that we can run away from in today’s world,” she stated.
She explained that while there is a clear distinction between real customer service and artificial systems, AI and social media can play a supportive role in strengthening the tourism sector.
“Artificial intelligence or AI and social media could never replace customer service. Many people ask how AI is going to change the tourism industry. We have every intention of ensuring that we can leverage AI to improve service delivery in terms of booking a destination and curating itineraries so we can reach people using technology and help them seamlessly book flights, book accommodation, and view and possibly interact with tour operators so that they can curate an itinerary,” Rodrigues added.
However, she emphasised that once visitors arrive in Guyana, the focus must remain on human interaction and experience.
“But once you get to that destination, it’s all about the human experience. It’s about ensuring an immersive experience. Customer service plays a huge role in that. Technology can never replace the human element that tourism offers,” she added. The Minister also stressed the need to upgrade the service sector through continued investment in training and capacity building.
“We will have to invest in improving our service sector. We have to invest in capacity building. We have to continue to train people,” she said. She noted that Guyana has already trained thousands of individuals over the past five years, with more than 8500 people receiving training in areas such as customer service, financial management and planning, CPR, food handling, mixology and other tourism and hospitality-related fields.
According to her, these programmes are aimed at strengthening the human element within the industry, reinforcing that while technology continues to advance, it cannot replace the importance of human interaction in tourism and hospitality. Rodrigues further noted that while the online space can be challenging, particularly for adolescents and young people, it also presents significant opportunities for promoting businesses and creative ventures.
She highlighted that social media has been effectively used to expand reach and connect with global audiences, helping to increase visibility for Guyana. She added that this digital presence has been instrumental in strengthening the country’s international profile, with continued efforts being made to position Guyana as a destination of choice through investment in events and tourism experiences that attract visitors for cultural and promotional purposes.
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