Abstract
This study examines the role of artificial intelligence (AI), through expert systems, neural networks, and intelligent agents, in strategic, tactical, and operational decision-making within the hotel sector of Cusco, Peru. Using a quantitative, explanatory, and cross-sectional approach, data were collected from 62 hotel managers working in establishments with technological adoption. Exploratory factor analysis made it possible to identify five key dimensions associated with AI-based management, while confirmatory analysis revealed differentiated relationships among automation, efficiency, agility, and service quality. The findings show that automation without strategic integration may negatively affect organizational performance, whereas personalization emerges as a critical factor in enhancing the guest experience. It is concluded that the value of AI depends on its articulation with organizational capabilities.
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