Human First, Tech Smart: Where AI Stops and Hospitality Begins
I was in AI this week, buffing up all the timelines for my client, and carrying on an interaction with my AI. I had to stop for a minute as the interaction was a little scary. It came back with, "I am so glad to help you, Jackie. This is a great timeline, but let's make it clearer for your clients." Whoa.... is AI going to take over my job as a planner? The answer is no, while AI is good, it can not replace the human form and do what you do face-to-face when it comes to hospitality. "
Knowing Where to Draw the Line
AI is impressive. It can crunch data, sort timelines, and keep us from drowning in spreadsheets. But hand it the whole experience? That's where we lose the magic.
People don't hire us for speed alone—they hire us for presence. For intuition. For the way we connect dots in the moment. Weddings and events at the highest level are not measured in efficiency—they're measured in how they feel.
Guests won't reminisce about how quickly the seating chart updated. They'll remember the pause before the music swelled, the warmth in the service, the lighting that creates the perfect mood, and the way everything seemed to flow as if it was meant to. The Magic!
Authenticity Is the New Luxury
Our industry loves to chase the "next big thing." Right now, AI is the shiny toy everyone wants to play with. Including yours truly, hell, I am teaching wedding pros how to incorporate it into their systems. But absolute luxury doesn't live in a trend or a buzzword—it lives in the little human touches.
It's the bartender who hands you your favorite drink before you even ask.
It's the planner (yep, that's me) who knows when to appear quietly and when to step back so the moment can shine.
AI can create you a fantastic timeline, but it can't replace the art of genuine hospitality. Going into 2025, the most valuable currency in luxury events is Authenticity. Wait —it's always been Authenticity. Guests don't want to feel processed—they want to feel noticed and heard.
Finding the Balance: Human + Tech
This is how I keep AI in its lane without losing my human edge:
AI drafts, I refine. From timelines to emails, I let AI draft the outline, but I bring the tone and personality, and warmth.
AI organizes, I humanize. Guest data, contracts, logistics—it sorts the pieces, but I make sure it feels personal and is accurate. AI is not always right; you have to fact-check.
AI inspires, I curate. It can generate ideas, but I know which ones will light up my clients and help me redefine the trends.
The magic happens when technology does the heavy lifting, and I get to stay fully present for the people. That's where unforgettable experiences are born. AI is not this scary tool that will take over the world —it is a tool, if used correctly, that will enhance your business and the way you do things. It will give you back time, and more organization.
So, Where Does AI Stop?
It stops where eye contact begins.
It stops when intuition takes over.
It stops the moment a human needs another human to anticipate, reassure, or celebrate alongside them.
Because no matter how clever the Tech gets, hospitality is—and always will be—a human business.
Now it's your turn: Where have you seen AI shine in events or hospitality—and where has it completely missed the mark? I want to know!
Jackie Watson
Jaclyn Watson Events
Echelon Creative & Co
