Stena Line is in the process of launching the smartest chatbot into the ferry market. Stina will help make the customer experience even better by providing assistance in booking a trip as well as answering questions 24/7. The chatbot is an important milestone for Stena Line in its quest to becoming the world’s first cognitive ferry company, the company said in its release.
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.
As Stina is still evolving, Stena Line has initially launched her into the UK market. At the moment all customers visiting the “Need help” section of stenaline.co.uk or using the Stena Line TravelMate app are greeted by English speaking Stina. Once Stena Line is satisfied with Stina’s performance, she will be introduced to other markets and become multilingual.
Besides a solid technical platform based on IBM Watson, detailed information collected from the company’s contact centres also plays a key role. When the basic knowledge was in place, artificial intelligence came into play. For each question answered, Stina asks if the answer was okay or not. Based on that information, she automatically trains herself, without any human involvement.
Stena Line is one of Europe's leading ferry companies with 38 vessels and 20 routes in Northern Europe. Stena Line is an important part of the European logistics network and develops new intermodal freight solutions by combining transport by rail, road and sea. Stena Line also plays an important role for tourism in Europe with its extensive passenger operations. The company is family-owned, was founded in 1962 and is headquartered in Gothenburg. Stena Line is part of the Stena AB Group, which has about 15 000 employees and an annual turnover of around 36,5 billion SEK.
About Stena Line
Stena Line is one of Europe's leading ferry companies with 38 vessels and 20 routes in Northern Europe. Stena Line is an important part of the European logistics network and develops new intermodal freight solutions by combining transport by rail, road and sea. Stena Line also plays an important role for tourism in Europe with its extensive passenger operations. The company is family-owned, was founded in 1962 and is headquartered in Gothenburg. Stena Line is part of the Stena AB Group, which has about 15 000 employees and an annual turnover of around 36 billion SEK.