SP2 Systems Story
Hospitality AI Customer Service Platform
Building a Next Generation AI Powered Customer Service Platform from Ground Zero to the Market
Business Challenges
- Client wanted to build from the ground up a new customer service AI Platform for Hotel Operators
- A need to link various pre, during and post stay experiences to high levels of proactive customer service
- An ability to react in minutes to customer requests with a high level of customization and an ability to “learn” as the platform evolves
- Client also wanted to connect this platform to mission critical on property maintenance management to ensure the highest level of property problem resolution
Vision & Approach
- A Multi Tenant Cloud Based AI Platform that can manage all aspects of the customer journey
- Client desired a technical development partnership between their company and Supra
- Solution needed to not require any new hardware purchases for the clients
- Solution needed to be OS neutral and allow access via mobile for guests and staff
- Solution had to have the ability to interface with core hotel systems if required
Results Delivered
- Supra was able to deploy the first version of the Solution within the 12 month target time frame
- Client’s Business now manages over 100 hotels from smaller private properties to major brands
Since time to market was a priority for this project, our team implemented rapid
development approaches. To do this at minimal cost, we utilized modern web
application development technologies that can build fast & scalable applications.
However, we did not sacrifice quality or flexibility in the name of speed through the use
of Continuous Integration and Continuous Development features. Our solutions team
decided to leverage the power of various services offer by AWS Cloud Services along
with modern web development techniques using Angular7, PHP, MYSQL, Javascript,
JQuery, HTML5, CSS3 and cutting edge AI technology from Google DialogFlow, Twillio
and other third party APIs - pushing customer experience and application
performance to the next level. The application also efficiently handles application and
data security using various security and threat detection techniques. Continuous
Integration, Continuous Testing and Continuous Delivery was accomplished using
various tools like Jenkins, Gitlab, Jira, Postman & other tools.
