101. AI Swarms, Trust, and the Future of Human Hospitality with Gilad Berenstein, Founder of Brook Bay Capital

In this episode of What the Luxe, Anant is joined by Gilad Berenstein—founder of Brook Bay Capital, travel tech investor, board member at Virtuoso, and host of Travel Tech Insider—to explore how executive leadership must approach artificial intelligence to enhance human connection in luxury hospitality. They examine the modern traveler's burden of choice, discussing how digital tools often lead to decision fatigue, and argue that tech should shift from generative AI to autonomous "AI swarms"—constellations of specialised agents representing individuals and brands that work together seamlessly while keeping guest data private. Rather than replacing people, AI should automate back-of-house operational "clerk work," freeing employees to deliver genuine, high-touch front-of-house service and memorable, personalised moments at scale.

The conversation delves into why strong brand equity, distinct AI personalities, and authentic, local experiences become even more critical as automated systems grow. Gilad and the host reflect on the future of a hybrid workforce, where precision tasks are delegated to machines so humans can focus on empathy, craftsmanship, and meaningful interaction. Finally, they tackle the industry's need to overcome risk aversion and financialisation, urging leaders to adopt mental models for safe experimentation that empower frontline workers to innovate while safeguarding the core values of hospitality.