The World’s Largest Cruise Line Delights Customers with First-ever Virtual Concierge
Company Size
1,000+
Product
- Kore.ai virtual assistant platform
Tech Stack
- Conversational AI
- Natural Language Processing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Natural Language Processing (NLP)
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Marine & Shipping
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The client is one of the world’s largest cruise lines, both in terms of revenue and fleet. The client owns 7 out of 10 of the world’s largest cruise ships and is known for driving innovation at sea. It has consistently redefined cruise vacationing since its launch in 1969. The company has several ‘industry firsts’ to its credit – rock climbing, ice skating, and surfing at sea to name a few – to capture the imagination of families and adventurous vacationers alike. The company constantly strives to deliver the best possible experience to the travelers. One of their ships is 360 meters long and can host up to 6,500 passengers at a given point in time. The ship boasts of a luxurious deck with multiple specialty restaurants, swimming pools, spas, shopping malls, amusement parks, and adventurous sports facilities, providing guests a lifetime of experience.
The Challenge
The client, one of the world's largest cruise lines, was looking to improve the customer experience for its on-ship concierge services. The ship, which can host up to 6,500 passengers at a time, boasts of a luxurious deck with multiple specialty restaurants, swimming pools, spas, shopping malls, amusement parks, and adventurous sports facilities. The cruise line was looking for a solution that would allow the crew to anticipate guest needs, and deliver high-touch experience by communicating, updating, and assisting them throughout their journey. Moreover, a minimally intrusive way of serving guests was envisaged (something of a self-serve model) so that they don’t have to call the ship’s concierge service desk for every need. In short, they wanted a concierge for every passenger. And what better option than a digital assistant powered by conversational AI?
The Solution
The company decided to implement a conversational AI-powered virtual concierge for the guests on the ship. The virtual concierge would be accessible through their own smartphone app and act as a self-service companion providing instant gratification. The Cruise Line team evaluated the Kore. ai Virtual AssistantPlatform and found it to be optimal for all the above requirements. Leveraging the Kore.ai virtual assistant platform and its conversational AI technology, a virtual concierge was developed and deployed on the cruise line’s existing mobile app. To overcome the drawback of minimal hardware footprint and lack of Internet (which entailed limited cloud and Platform capabilities) and ensure optimal performance, Kore.ai deployed a modular lite version of the platform with just the services needed for the on-ship environment.
Operational Impact
Quantitative Benefit
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