Debdutta Choudhury

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About

Debdutta Choudhury’s research sits at the intersection of artificial intelligence, robotics, and customer experience, with a particular focus on the hospitality sector. Her work critically examines how emerging technologies reshape service interactions, asking whether robots enhance or undermine the human touch. In her most-cited paper, “The Robot–Human Paradox: A Meta‐Analysis of Customer Service by Robots Versus Humans on Customer Experience” (2025, 18 citations), Choudhury synthesizes 25 studies to reveal a nuanced landscape: robots can improve efficiency but often fail to replicate the emotional resonance of human service, sometimes even harming customer satisfaction. This meta-analysis provides a vital framework for businesses navigating automation. Earlier, in “Artificial Intelligence in the Hospitality Sector” (2021, 5 citations), she explored how AI and machine learning are being deployed by industry players, highlighting both opportunities and pitfalls. Choudhury’s contributions are especially timely as service industries grapple with balancing technological adoption with human-centric design. Her work offers practical insights for managers and researchers alike, making her a key voice in understanding the future of work and customer relations in an increasingly automated world.