Stena Line is in the process of launching the smartest chatbot -- "Stina" -- into the ferry market. The tech, which relies on IBM Watson as the technicla platform, is designed to make the customer experience better by providing assistance in booking a trip as well as answering questions 24/7.
“This is one of many great examples of how we are using artificial intelligence to increase our efficiency and improve the customer experience. With Stina we are taking another step towards becoming the world’s first cognitive ferry company," says Jari Virtanen, Chief Transformation Officer at Stena Line.
Stina can give Stena Line’s customers updates regarding information on departure times, prices and can answer the most frequently asked questions 24/7. For example, if customers are allowed to bring pets on board, how to change a booking and what time they need to check in. What makes Stina unique is that she can help Stena Line’s customers to book a trip as well as keeps track of potential delays.
Stina is still evolving, and the service is initially launched into the UK market.
“Our goal is to have her speaking the native language for all of our regions, and next up is Swedish and German. We are also looking at voice command to see if would be possible for our customers to speak to Stina as you would talk to Siri or Google. Last but not least, we are working hard to have Stina support our customers through the whole booking process, from start to payment," says Anders Hellberg, Head of Customer Acquisition & Conversion at Stena Line.