United KingdomTravel and aviation2025 – ongoingCarnival Corporation
Carnival UK guest service assistants and call summaries
Carnival UK deployed guest service AI alongside workforce changes that delivered double-digit efficiency gains
Problem
Carnival UK's contact center relied on separate systems and manual processes. Staff needed quicker access to information for cruise guests.
Approach
Carnival UK used CXone Autopilot for initial guest interactions and enabled Expert AI for internal knowledge retrieval. It rolled out AutoSummary across Cunard and P&O Cruises. Workforce scheduling changes accompanied the AI deployment.
Results
Takeaway
The efficiency gains covered AI tools and workforce management together. NiCE did not isolate the savings from each assistant.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
NiCE described Carnival UK's deployed service assistants and rollout of automatic summaries across both cruise brands. It attributed double-digit efficiency gains to the combination of AI and workforce management changes.
Full details are in the original sources.
