Customer case · Travel

Viking Line: support that scales with travel.

Viking Line operates across the Baltic Sea with roughly six million passengers a year. Questions arrive in Swedish, Finnish, English, Estonian and German — often in sharp peaks around departures and campaigns.

Shipping and travel
Multiple languages
Booking questions 24/7

The challenge

Volume peaks no staffing plan can match.

During campaigns, disruptions and high season, support wait times could exceed an hour. Most questions concerned bookings, onboard services, travel times and terms — information that was already documented.

Staffing for the peaks would have been unreasonably expensive, and making customers wait costs both satisfaction and bookings.

Multilingual: Travellers from several countries in one channel.
Extreme peaks: Campaigns and disruptions create sudden volume.
Repetitive questions: A large share of answers already existed in content.

Wave peak of light particles symbolising volume spikes

The solution

An assistant that meets travellers in their own language.

The assistant automatically detects the traveller's language and answers in the same language, grounded in Viking Line's own content. Common booking questions are handled directly in the chat.

When a case needs a human it is handed to live chat or created as a ticket with all information collected — which shortens handling time even for escalated cases.

Automatic language detection: No separate bot per market.
Instant answers: No queue for the most common questions.
More efficient escalations: Agents get the context from the start.

Many light threads merging into one clear beam

6M
Passengers per year
> 1h → 0
Wait time for common questions
5
Languages in one support flow

“Volumes vary sharply across the year. Automation means travellers get answers instantly even at peak pressure.”
On the collaboration — Viking Line and Inovia AI

Support that peaks with the season?

We review your volumes and show which cases can be resolved without an agent.