The new program TechBridge, launched by the governments of Ukraine and the UK, marks the beginning of the next-generation digital infrastructure distributed across Europe and beyond. We spoke to Yevhen Kulinichenko, Chief Engineering Officer of Intellectsoft, the technology partner of Fortune 500 companies including EY, Nestle, and Jaguar. Yevhen talked about their latest trials aimed at enhancing software development processes by incorporating generative AI assistance.
ChatGPT has gained a reputation as a transformative tool that reshapes certain aspects of our development processes. IT professionals are using it to automate and streamline specific tasks, such as assisting in writing test cases or providing quick solutions to common coding problems. On the business side, ChatGPT assists in rapid prototyping and ideation phases, where its ability to generate coherent, context-aware text can significantly speed up the initial stages of development. However, its effectiveness is constrained by the scope of its training and its lack of deep, project-specific context. It can suggest but not validate, nor can it understand the nuanced requirements of complex, custom software solutions.
Intellectsoft’s Center of Excellence (CoE) is an innovation hub where our technical teams conduct experiments and test new approaches.
This interview covers our expert’s perspective on the use of AI, specifically focusing on GPT (Generative Pre-trained Transformer) models and their applications, limitations, and impacts on software development.
Let’s dive right in! What are your plans for contributing to the TechBridge project?
Yevhen Kulinichenko: My plans for contributing to the TechBridge project are strategically focused on leveraging our technological expertise to maximize the project's success while ensuring alignment with our broader business objectives. Firstly, we intend to deploy a cross-functional team of our best engineers and developers, who will work closely with the TechBridge project stakeholders. This team will not only bring in-depth technical knowledge but also a profound understanding of agile methodologies to ensure rapid and efficient project development.
A key aspect of our contribution will be the integration of advanced technologies like AI and cloud computing to enhance the project's capabilities. For instance, we plan to utilize AI algorithms to analyze and optimize data flow, ensuring efficient processing and storage of data. Cloud computing resources will be leveraged for scalable infrastructure, ensuring the project can adapt to changing demands seamlessly.
Moreover, we are committed to fostering an environment of innovation and collaboration. We'll encourage our team to engage in creative problem-solving sessions and think-tank workshops with other TechBridge participants. This collaborative approach is designed to not only contribute our ideas but also to learn from the diverse perspectives and expertise within the TechBridge community.
Lastly, we recognize the importance of sustainability in technology. Therefore, our involvement will also focus on developing sustainable and environmentally friendly technology solutions. We'll explore and implement green computing practices to minimize the environmental impact of our technological contributions.
In summary, we plan to contribute a blend of technical excellence, innovative thinking, collaborative engagement, security-conscious practices, and a commitment to sustainability to the TechBridge program. We aim to help set a foundation for its long-term success and growth.
You mentioned AI implementation as a focus area. Can you expand on that?
Yevhen Kulinichenko: We want to build on the experience that we already have. In 2023, we conducted experiments on improving software development processes by implementing generative AI assistance. Results are still being finalized, but we've identified dozens of scenarios where ChatGPT can be safely utilized to streamline delivery and facilitate problem-solving.
As we delve deeper into the utilization of ChatGPT in software development, we're uncovering its profound potential in augmenting our coding processes. For instance, when dealing with boilerplate code, ChatGPT can swiftly generate templates for commonly used code structures in various programming languages like Python or JavaScript, significantly reducing repetitive tasks. We've experimented with using it to draft initial versions of RESTful API endpoints, where it considers standard practices and even suggests appropriate HTTP methods and response codes.
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We've also started leveraging ChatGPT for debugging assistance. By describing a bug in natural language, the model can suggest potential causes and solutions, drawing from a wide range of similar issues it has learned from. This doesn't replace a developer's expertise but acts as an additional tool to accelerate problem-solving. Thus, while ChatGPT is a game-changer in certain aspects of software development, it works best as a complement to human skills, enhancing productivity and quickly highlighting some basic blind spots or standard reusable patterns. However, it still cannot handle the complex logic, style, or requirements.
Can ChatGPT handle tasks requiring senior-level expertise?
Yevhen Kulinichenko: ChatGPT is limited in creating novel solutions. It works by learning from vast amounts of text data to generate plausible word combinations. However, it neither invents nor actually comprehends ideas. It is still a mathematical algorithm that arranges words according to numeric probabilities. There is no independent consciousness that is inherent to human intelligence. ChatGPT’s utility is rather in quick recommendations based on existing knowledge.
How does ChatGPT compare with development environment tools like PyCharm?
Yevhen Kulinichenko: That’s an interesting question. Indeed, Integrated Development Environments (IDE) like PyCharm offer tools like code completion, debugging, and context-aware refactoring options that consider the entire project structure. What’s more, It can adapt to the style and requirements of the codebase it’s working with.
Meanwhile, ChatGPT's understanding of software languages and programming concepts is broad but can be superficial. It lacks the ability to understand the deeper context of a software project, such as project-specific architectures, dependencies, or the state of the current codebase. It can assist in generating code snippets, providing documentation references, or even suggesting solutions to coding problems. Still, it’s limited to the data that it’s trained on and doesn’t attend to the entire code structure and its state in real time like IDEs.
Are there any concerns about the misuse of ChatGPT?
Yevhen Kulinichenko: Yes, there's a risk of misuse, especially if ChatGPT provides information based on public data that could be harmful. The potential for misuse of technologies like ChatGPT forms a crucial part of our risk assessment and management strategy. There's always a possibility of inappropriate information being fed into AI models with malicious intent.
For example, in the software development realm, we can talk about the potential for intellectual property theft or inadvertent leakage. ChatGPT, when fed with sensitive data, could incorporate this information into its outputs, leading to data breaches. As a result, proprietary code or business logic could be exposed. So, for now, my recommendation is to refrain from trying to fix the code in ChatGPT or copy-pasting any information that might be considered sensitive. And since chatGPT 4 can now crawl the web, make sure your websites and social media accounts are properly protected as well.
Moreover, there's the risk of psychological dependency on AI. Over-reliance of IT professionals on ChatGPT for code generation or problem-solving could lead to a degradation of fundamental skills. I think it's vital to use such tools to augment, not replace, human expertise, ensuring that core development skills are retained and nurtured within the team.
Finally, what's your perspective on the future of ChatGPT and AI in collaborative programs like TechBridge?
Yevhen Kulinichenko: Looking to the future, I anticipate significant advancements in tools like ChatGPT, particularly in their integration with more and more traditional software development tools and environments. We're likely to see more sophisticated versions that offer better contextual understanding and can interact dynamically with existing codebases, potentially offering more nuanced and targeted suggestions, which will help us quickly scale and efficiently maintain global digital infrastructures.
These advancements could lead to models that not only assist in code generation but also play a role in code review processes, offering intelligent insights based on coding best practices and even specific project history. Furthermore, as AI models become more adept at understanding and generating human languages, they will become invaluable in bridging communication gaps between technical and non-technical stakeholders, facilitating a clearer understanding of project goals and requirements. This evolution will require a shift in how we perceive these tools, not just as assistants but as integral components of our software development ecosystems, enhancing both efficiency and creativity.
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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