The Power of AI Chatbots
Capitalise on the popularity and accessibility of Facebook Messenger by engaging customers through automated chatbot experiences.
Royal Caribbean wanted to develop a mobile app to gamify educating travel agents on the features and facts of their latest ship Symphony of the Seas during the two-day on board international trade launch event with limited internet access.
We proposed that what they were trying to achieve could be done better through a chatbot on the widely used and easily accessible Facebook Messenger – already installed on many travel agents phones. Chatbots function extremely well in limited internet environments and are capable of responding to user messages at limitless scale without performance issues.
We created an onboard experience designed to educate travel agents by engaging them with self-touring the ship to complete challenges at key locations, accessible through Messenger in four different languages as a bot.
Symphony Snapquest engaged more than 1000 on board travel agents and over 800 of those completed all activities, providing Royal Caribbean with a significant amount of real-time intelligence and feedback.
Due to its success, we subsequently created a similar experience for the relaunch of Independence of the Seas.
Why invest in AI Chatbots?
Minimise OPERATIONAL COSTS
Businesses spend nearly $1.3 trillion to service over 265 billion customer service requests every year. Implementing an automated chatbot solution could reduce your customer service costs by more than 30%.
24/7 Front-line SUPPORT
Chatbots exist to help your live customer service agents, not replace them. Forming your front line of customer support, they empower your agents to provide support where a human touch is needed.
Chatbots engage consumers in a two-way conversation on a platform that over 1 billion people use daily, enabling powerful new forms of communication and marketing.
BOOST BRAND OUTLOOK
Fully compatible with your brand guidelines, give your consumers an easy way to experience your brand through a platform they already know how to use.
SimPler and cheaper
Highly cost effective, contain everything a brand might want from an app, and can be rapidly developed and deployed onto a stable and ubiquitous platform.
BETTER REPORTING and Insights
Easy short and long term logging and reporting of consumer questions, results in valuable insights into your audience and what they want.
Indy, The Independence of the Seas Bot
Royal Caribbean wanted a Messenger tool designed to clarify and enhance the pre-cruise upsell process for Independence of the Seas, displaying upgrade packages with direct links to their booking system, navigable through a series of menus and buttons.
The project scope was expanded to not only create upsell opportunities, but to create a system that educates customers on every feature, restaurant, activity & shop on the ship, as well as information on every itinerary and destination, and an extensive list of frequently asked questions. All content is not only navigable through a series of menus and buttons, Indy has also been programmed to correctly answer messages sent by customers with appropriate content.
Indy is a highly accessible, automated self-service tool that alleviates strain for both onshore and on-ship staff, improving customers experience through an all-in-one comprehensive suite of ship information, itinerary and FAQs, enhancing upsell opportunities based on actionable decision data leading up to their holiday.