The snapshot
1
Strawberry, a leading Nordic hospitality company, aimed to centralise fragmented employee information across its rapidly changing operational landscape.
2
The upgrade from legacy to new flexible systems created information overload, making it difficult for 20,000+ employees to quickly find and understand updated procedures
3
Devoteam customised the Scout AI chatbot using Google’s Gemini and LangChain to seamlessly integrate with existing tools like Google Chat Slack, providing real-time, multilingual answers.
Prefer to watch? Here is the Strawberry’s journey:
About the Customer
Strawberry, a prominent hospitality company in the Nordic region, operates over 234 hotels and employs more than 20,000 people. Renowned for its focus on quality and innovation, Strawberry is dedicated to exceptional guest experiences. The company upholds its core values of energy, courage, and enthusiasm while embracing modern technology to enhance its services. By fostering a vibrant culture, Strawberry sets new standards in the hospitality industry, ensuring memorable stays for guests across the region.
The Challenge and Goal
Strawberry faced challenges when upgrading its legacy systems to more flexible and lightweight solutions. The shift introduced new information and procedures, making it difficult for employees to find and understand what they needed. Traditional knowledge-sharing methods and internal communication struggled to keep up with these changes. To address this, Strawberry aimed to create a centralised platform where employees could easily access information about the company’s culture, processes, and FAQs. This platform would streamline operations and improve the overall employee experience.
The problem we were trying to solve was information overload.
Having this one-stop shop in the form of a chatbot provided the ease we needed to onboard new staff members and retrain existing employees.
Evelyn Piros-Read
Business Analyst at Strawberry
The Solution
Devoteam customises and expands Strawberry’s AI chatbot, Scout, using Google’s Gemini technology. Scout AI analyses Strawberry’s internal information sources, including documents, websites, and knowledge bases. It integrates seamlessly with common tools like Google Chat and Slack, fitting into Strawberry’s current workflow. Strawberry needed an accessible solution that learns from existing information and adapts to their needs. Scout, built with Google Cloud’s Gemini, understands and responds in English, Swedish, and Norwegian. LangChain helps Scout remember past conversations and adjust to Strawberry’s specific needs. Additionally, function calling enables Scout to retrieve real-time information from Strawberry’s internal systems.
The Methodology
The following technology has been used:
- Google Cloud: The chatbot was developed with Google Cloud’s Gemini large language model, allowing it to understand and respond in English, Swedish, and Norwegian while learning from Strawberry’s information sources.
- LangChain: This tool creates a context-aware chatbot by considering the history of conversations and Strawberry’s specific environment.
- Function Calling: This feature lets Scout access Strawberry’s internal tools and databases directly, providing real-time information and enhancing its functionality.
The Devoteam Google Cloud team worked closely with Strawberry to tailor the solution. They focused on integrating Scout with Strawberry’s diverse data sources, customising the chatbot’s personality and tone to match the company culture, and ensuring data security and GDPR compliance.
The team followed a collaborative and iterative approach: first, they conducted a discovery phase to understand business requirements and existing systems; then, they developed a roadmap for integration, customisation, and scalability; followed by pilot testing with feedback on accuracy and user experience; and continuous improvement based on that feedback. The rapid deployment of a minimal viable product within two weeks demonstrated early success.
High user adoption, with employees quickly embracing Scout and consistent accuracy in responses reduced the burden on support channels and saved time. Strawberry did not have to change its existing tools or platforms, as Devoteam ensured Scout seamlessly integrated with Google Workspace, Google Chat, and Slack, familiar interfaces for employees, boosting adoption further.
The Result
New staff training time was reduced by a significant 20% to 30%
Fragmented information sources were transformed into a centralised, efficient knowledge platform.
The Scout AI Chatbot, built on Google Cloud, has become a trusted resource for all employees.
- Strawberry has transformed from fragmented information sources and inefficient knowledge-sharing methods to a centralised platform that streamlines information retrieval.
- Scout AI Chatbot has become a trusted resource for employees and reduced information overload
- The chatbot significantly boosts efficiency and enhances the overall employee experience.
- The time required for new staff training has been reduced by between 20% to 30%.
As a result of the implementation, we can already see a decrease in the time it takes to train people. The training time has been reduced by somewhere between 20% to 30%. It is much more efficient.
Evelyn Piros-Read
Business Analyst at Strawberry
This project highlights the successful collaboration between Devoteam G Cloud and Strawberry, showing how innovative solutions can drive operational improvements and make the organisation more data-driven.
Want to learn more? Watch our Partner session with Strawberry!
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