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Case Study Cruise Line P2P Chat & Bill BOT

"What should be our first step towards customer delight and self service?"

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The Challenge

The Outcome

Our client, a global Cruise liner, was going through an internal transformation with a focus on improving guest experience and driving efficiencies by enabling guest self-service.


They approached us to create an offline chat (wifi only with no internet usage), which could be offered to guests throughout their interaction with the Cruise line (before, during and after). In addition to that, they wanted the guests to have a real time, conversation led folio (bill) access with the ability to put triggers and thresholds.

The solution delivers a step change in on-board customer experience as compared to any other offering across the industry. It puts our client at the forefront of innovation and customer focus.

The human like conversational AI capability was very well received by guests and internal stakeholders.

This implementation will achieve an efficiency of £5m-£7m / year, once rolled out to the complete fleet within the UK geography. 

As our edge intelligence platform is integrated now, we are able to unlock new capabilities every 2 sprints, in line with our vision of delivering capabilities at Speed and with Certainty.


We started our engagement by understanding the business objectives, roll out process and adoption challenges. In parallel, a rapid technical discovery of the data services (available on-board) was conducted, in order to mitigate any integration and performance risks.

As this was our first active engagement within this client, we spent time understanding organisational culture and more importantly the decision making process. As part of this exercise, key stakeholders and sponsors were identified and engaged into the delivery process.

Once the initial set up was done in the first couple of days, we ran bi-weekly sprints to customise and integrate our platform, including consuming on-board authentication and billing APIs. We followed our "244" deliver approach to deliver the project in 10 weeks.

The final solution delivered a fully integrated P2P chat capability, which transcends seamlessly between on-board wifi and terrestrial networks. In addition to that, “Mr Bill Cruise” was introduced as a personal billing assistant, helping out with all the folio related queries and investigations: in a conversation led experience.

The solution is underpinned by a platform capability based on Natural Language Processing and Machine learning analytics.

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