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Case Study: Royal Caribbean achieves higher survey completion and contact center efficiency with SmartAction
A Capacity Case Study
Royal Caribbean Cruises Maximizes Contact Center Efficiency with Conversational Virtual Agent
Royal Caribbean, one of the world’s largest cruise lines, partnered with SmartAction to improve contact center efficiency and customer experience. With high inbound call volumes, long hold times, and difficulty collecting customer satisfaction surveys, the company needed a better way to handle repetitive service requests while keeping live agents focused on higher-value interactions.
SmartAction implemented its conversational AI virtual agent and cloud-based contact center automation for payments, invoice requests, loyalty program inquiries, and surveys, with seamless agent handoff and desktop integration. The solution freed up more than 100,000 agent minutes per month, reduced average handle time by 47%, cut customer effort in half, and increased survey completion from single digits to 54%.
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Royal Caribbean
Cristy Mestre Quintero
Director of Operations