10th U6+ Consortium of African Universities International Conference

The Fifth Industrial Revolution emphasizes human-centered, inclusive, and intelligent systems that integrate advanced technologies with human experience. In hospitality, smart systems powered by artificial intelligence, Internet of Things, and automation are reshaping service delivery within digital service ecosystems. This study examines the influence of service accuracy in AI-enabled services on customer satisfaction in automated five-star hotel restaurants in Nairobi, Kenya. Guided by the E-SERVQUAL model, Six Sigma framework, and Technology Acceptance Model, the study adopts a quantitative approach to evaluate how automation enhances service accuracy in order processing, billing, and payment systems. Findings reveal that automation improves service accuracy by reducing errors and enhancing consistency, leading to higher customer satisfaction. However, the human–technology interface significantly influences outcomes, as customer perceptions depend on system usability, accessibility, and ease of interaction. Aligned with 5IR principles, the study highlights that while automation strengthens digital service quality, its effectiveness depends on human-centered innovation and inclusive system design. Poor interface design and limited digital literacy may constrain the benefits of smart systems, particularly in developing contexts. The study contributes to the understanding of smart hospitality adoption in Africa and addresses gaps in empirical research within Nairobi’s high-end restaurant sector.