Case Study: Virgin Voyages achieves smarter customer service with Slalom's generative AI solution

Charting the future of customer service with GenAI

Virgin Voyages partnered with Slalom to tackle the challenge of scaling customer service with generative AI while maintaining a human, on-brand experience. The customer wanted a solution that could answer complex questions naturally, efficiently, and safely, without relying on a traditional playbook for this new technology.

Slalom helped Virgin Voyages build Vivi, one of the first generative AI-powered digital humans on Salesforce, using Salesforce Einstein and Slalom’s generative AI framework. The chatbot draws from Virgin Voyages’ private internal knowledge base to deliver accurate, empathetic responses, improving efficiency, reducing management costs, and avoiding privacy and IP risks associated with web-based AI tools.

Virgin Voyages

Gabriel Mendez

Director of Digital Experience