Across Ingleside’s communities, innovation isn’t just a buzzword, it’s a commitment to elevating the everyday experience for residents, guests, and staff. That commitment reached a new milestone with the development of Ingleside’s first AI-powered concierge support tool, the result of a collaborative effort led by Ingleside’s Resident Technology Engagement Manager Liz Keller and Solutions Architect Mike Lipka in partnership with students from Indiana University’s Human-Computer Interaction (HCI) program and industry AI experts.
The new AI chatbot, Chat Point, acts as a digital assistant for front desk concierge staff across Ingleside’s life plan communities, designed to emulate natural, human-like exchanges.
The chatbot helps concierge staff respond to questions, track down essential information, and manage guest and resident service requests more efficiently, ultimately supporting staff in delivering an exceptional customer service experience.
Modernizing Concierge Workflows with AI
Prior to Chat Point, concierge teams relied on large paper binders filled with policies, procedures, and community information.
The preexisting system often forced staff, particularly new hires, to manually search through documents for information, causing delays during peak visiting hours.
Recognizing the need for an upgrade, Liz Keller and Ingleside’s CIO and Digital Officer, Dusanka Delovska-Trajkova, took the lead on a project, receiving valuable support from skilled interns and research fellows from Indiana University.
“Our collaboration with the Indiana University interns and fellows demonstrated just how powerful academic partnerships can be for senior living organizations. Their commitment to understanding the real needs of our concierge teams made all the difference,” Liz shared. “Their user-centered research and fresh perspectives helped us design a tool that truly empowers our front desk staff. We’re grateful for their contributions and proud of what we accomplished together.”
Together, they conducted research, observed how concierge staff worked, and helped design a digital solution that fit their real needs. NuAIG Industry AI consultants then helped bring that vision to life, shadowing members of the concierge team to understand their needs and ensure the tool was easy for staff to use.
A Smarter, Faster Way to Serve Senior Living Residents and Guests
Today, Chat Point gives concierge staff members immediate access to important resources, all in one place and available within seconds. Whether someone needs details about community amenities, visitor protocols, transportation scheduling, or resident services, staff can simply ask the chatbot and receive clear, accurate guidance almost instantly.
Key Benefits of Chat Point Since Its Launch in August 2025
- Accelerated onboarding for new concierge team members
- Reduced reliance on paper binders and outdated documentation
- More consistent responses across staff and shifts
- Higher staff confidence when managing resident and guest requests
- Enhanced overall resident and visitor experience across Ingleside communities
By streamlining many of the routine, administrative, and logistical tasks, Chat Point allows concierge staff to focus their attention on providing a more positive and personalized guest experience.
A Model for the Future of AI in Senior Living
The AI concierge assistant is more than just a life plan community technology upgrade, it’s an industry example of what can be achieved when creativity, research, and partnership come together. As a result of the collaborative efforts of Liz Keller, Mike Lipka, Indiana University HCI students Radhika Bezawada, UX Design and Research Fellow, and Kasturi R. Joshi, UX Design Intern, as well as AI technology partners, Ingleside is not only able to meet the needs of today’s residents and staff, but actively help shape the future of hospitality in senior living.
As Ingleside continues exploring new ways to blend tech and innovation with person-centered customer service, this successful collaboration serves as a foundation for ongoing digital transformation efforts. The ultimate goal of these tech integrations are to help enrich the lives of residents and empower the teams that serve them everyday.