In order to illustrate how various technologies may be used to achieve various goals in the frontline service scenario, the hotel artificial intelligence process develops a three-generational innovation framework: automation, thinking, and feeling technology. Information and communication technology is strategically important, as previous studies have shown. The integration of ‘high-tech’ and ‘high touch’ service in hotels has brought a lot of attention to this age-old subject. 22 studies were included in the systematic review to examine the effects of balancing the two sides on visitors’ perceptions and intentions to behave. Much work is still being done to investigate how the elements of ‘high-tech’ and ‘high touch’ service might affect how satisfied and loyalty guests are. This made it clear that management must take steps to improve the visitor experience and build enduring bonds in order to increase loyalty. The combination of these two elements can make high-tech and high touch crucial to the satisfaction of visitors and their desire to establish and preserve a solid, long-term relationship and commitment in the hotel industry.