Global cruise line adopts AI-powered platform to expand digital service channels with Route 101
Learn how Carnival UK modernised guest communications and advanced its AI roadmap with a future-ready contact centre platform.
Carnival UK is the operating company for leading cruise lines, P&O Cruises and Cunard. A UK-based contact centre team manages sales, pre-cruise, and post-cruise enquiries across voice, email, and chat - handling over a million interactions each year.
With new ships joining the fleet and growing customer demand, the organisation set out to upgrade its legacy systems. The goal was to centralise communications, improve agent productivity, introduce AI-powered support, and create a consistent, high-quality experience across every channel.
Download the case study to learn how Route 101 helped Carnival UK to:
- Bring communication systems up to date with a single, AI-powered NiCE CXone platform.
- Make it easier to manage conversations across chat, email, and voice in one place.
- Support agents with real-time AI tools to help respond faster and work more effectively.
Expand self-service options through a comprehensive knowledge base.
Company profile
Sector: Travel, Leisure & Hospitality
Key fact 1: Some key fact
Key fact 2: Some key fact
Key fact 3: Some key fact
Download form
Related case studies
Route 101 helps leading rail service provider deliver smarter travel support across channels
Bar and venue group achieves 97% answer rate and 50% more outbound calls with support from Route 101
Sports betting giant achieves 50% decrease in overall customer contact with Route 101’s help
