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News : Royal Caribbean Unveils Chatbot for Agents

#contactcenterworld, @royalcaribbean

Miami, FL, USA, Aug 9, 2018 -- Royal Caribbean Cruises Ltd. is adding an automated chat to that will be an option for agents interacting with the company's three contact centers.

RCCL is believed to be the first cruise company to offer automated chat, as opposed to live chat with a customer service worker.

It is hoped that the automated chat will be faster than other ways for agents to transact business.

The function represents a big upfront investment but should offer operational savings if it is widely used. RCCL has been testing the chat with 16 travel partners for the past few months. It is making the chat universally available to tens of thousands of agencies and hundreds of thousands of agents on Aug. 9.

The chatbot will be available for use on Royal Caribbean International and Celebrity Cruises bookings. It will remain in beta, or experimental, mode through the end of the year, said Juan Silva, Royal Caribbean's director of digital sales.

"Once I'm logged into Cruising Power, the chatbot automatically knows me and my agency," Silva said.

The bot will ask questions and agents can either type answers or click on buttons to navigate to the information they're seeking or the action they want to perform.

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In addition to providing a wide variety of information, the chatbots can take payments, process invoices, check balances, search for reservations, and do other processes.

"You're not having to click, and click and click to get there," Silva said.

RCCL hopes that this will make the chat an easy choice.

Barry Keller, a training specialist with World Travel Holdings in Boston, is among those who has taken the chatbot for a test drive.

"In the time that I've used it, I love it," Keller said. "It will be a huge time saver."

For example, Keller said making a payment is as quick as selecting the option and entering a number or two.

"You can enter the payment faster than if you'd dial a number, have the person answer, introduce yourself and tell them what you'd like," Keller said.

As for whether the automated bot provides misleading or nonsensical options, or hits a lot of questions it can't answer, Keller said no.

"I would say all of the questions or topics I put in, the responses that came back were spot on. There wasn't erroneous information or things along those lines. Everything that came back was what I was looking for," Keller said.

RCCL emphasized that the historical ways of interacting -- phones, website, e-mail and through social media platforms -- will still be available. Many long-time agents remain most comfortable doing business by phone, Silva said.

The newer generation of agents, however, grew up with texting, chat and other non-verbal channels.

"Some of our younger travel agents prefer technology to picking up the phone," Silva said.

It will employ artificial intelligence (AI) programs, so it is intended that the system will gradually learn how its users want to interact and become better at it over time.

The chatbot has already been fed about 3,000 words and phrases particular to the cruise industry or RCCL, such as the names of ships.

If the chatbot cannot fulfill an agent request, it will default to a live contact center representative.

#contactcenterworld, @royalcaribbean

Posted by Veronica Silva Cusi, news correspondent

About Royal Caribbean International:
Company LogoRoyal Caribbean International is a Norwegian and American cruise line brand based in Miami, Florida and owned by Royal Caribbean Cruises Ltd. As of May 2012, with 21 ships in service, it controls a 17 percent share of the world cruise market.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Friday, August 10, 2018

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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

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Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

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By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
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