Case Study: World’s Largest Cruise Line Company achieves 40% increase in customer satisfaction with Kore.ai Virtual Assistant Platform

The World’s Largest Cruise Line Delights Customers with First-ever Virtual Concierge

World’s Largest Cruise Line Company wanted to raise on-ship concierge service levels for a 6,500-passenger ship by giving every guest a minimally intrusive, self-serve option accessible through the existing mobile app. The challenge included operating reliably with limited bandwidth and hardware while delivering accurate, natural-language responses; the cruise line chose Kore.ai and its virtual assistant platform to build a conversational AI-powered virtual concierge.

Kore.ai deployed a modular, “lite” version of its virtual assistant platform integrated into the carrier’s app, trained the NLP, simulated on-ship conditions, and enabled offline operation with shore-based sync. The Kore.ai solution now serves 1,000+ passengers daily, handles 12,000+ guest requests per day, and helped lift customer satisfaction by 40% within two months, while freeing crew to focus on high-value tasks and providing analytics for further service improvements.