Viking Line is a marine travel company that offers ferry services and cruises in the Baltic Sea area, mainly between Sweden, Finland and Estonia. The company is known for its passenger ferries, which offer various services and facilities, including restaurants, shops and entertainment. Viking Line strives to give its customers a pleasant and memorable travel experience on the water.
The challenge
Viking Line transports many millions of passengers every year to its various destinations. Informing and answering passengers’ questions before, during and after the trip requires a lot of customer service time. Viking Line works hard to have all information available on, among other things, its various websites. This means that the range of information is extensive and the website becomes difficult to understand and it is a challenge to find the answers in the text, even if it is there.
The solution
Viking Line contacted Inovia AI to discuss how it would be possible to relieve customer service but still deliver good service to customers. Inovia AI has for many years worked with AI-based solutions and saw the possibility of using an AI assistant to find the answers to customers’ questions in Viking Line’s already existing material. For Viking Line, it was important to have a modern platform that requires little maintenance and is self-learning when new information/knowledge is assigned to the AI model. Other important aspects were also that Viking Line must be able to maintain the solution themselves without expensive consultants while it is future-proof and scalable. Viking Line was looking for the AI-based customer service of the future already today!
The result
Viking Line today uses Inovia’s AI platform, which meets all the requirements that Viking Line places on its suppliers and the ambitious goal of the project. Viking line today has a future-proof AI platform that guarantees scalability, security and always uses the latest models in AI.
Would you like to know more?
