GreeceTravel and aviation2020 – ongoing

Attica Group

Seasmiles AI chatbot for loyalty-programme questions

Attica Group's Seasmiles chatbot answered more than 53,000 questions in its first three months

WorkingCompany's own claimOfficial ↗

Problem

Members of the Seasmiles loyalty programme needed answers about sign-up, benefits and points at any hour. Attica carries passengers on 32 vessels, so questions came in around the clock.

Approach

Attica launched the chatbot in July 2020 with the Greek startup SmartRep. It uses natural language processing, starts from a preselected menu and runs 24 hours a day. It explains membership, and lets members check their profile and points balance, redeem points for tickets and open their digital card. Attica planned to expand its knowledge base and add an English version.

Results

more than 53,000questions answered by the chatbot from July to early October 2020, per Attica GroupCompany's own claim[1]

more than 18,000users served by the chatbot over the same period, per Attica GroupCompany's own claim[1]

Takeaway

The bot took routine loyalty questions that would otherwise reach the call centre. The figures count questions and users, not resolution rates or savings.

Sources

Attica Group introduces the 1st AI ChatBot in the Greek Passenger Shipping Industry for its Seasmiles loyalty programme
Superfast Ferries (Attica Group)8 Oct 2020Company publication

Source summaries

[1]Superfast Ferries (Attica Group)8 Oct 2020

Attica Group's announcement of its Seasmiles chatbot, built with SmartRep and launched in July 2020. It lists what the bot does for prospective and registered members. It reports more than 53,000 questions answered and more than 18,000 users served so far.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026