Large Cruise Line
Reference Case: A Large Cruise Line
Identifying what drives customer satisfaction and usage of the voicebot channel
Background
The cruise line differentiates itself with leading edge innovations and excellent customer experience. To provide guests with the information about the company's ships and cruises in a convenient manner, interactive voicebots have been introduced in all cabins.
The feedback regarding the voicebots was very mixed, and the usage of them did not meet the company's expectations. The cruise line wanted to understand where the experience fell short and what improvements should be done.
Our Solution
Analysis to understand the most important improvement areas using machine learning.
Using the voicebot log files and usage data, Be Customer Smart created a model that identified:
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The most relevant way to measure voicebot experience from the guest point of view
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The factors that influence the most the voicebot satisfaction and reuse, and how much
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The voicebot experience factors that influence the overall cruise satisfaction (NPS) the most
Outcome
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The cruise line was really happy with the results and is using the findings in prioritising the voicebot improvements.
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The company has also asked Be Customer Smart to analyse more areas of the cruise experience.