Global Cruise Line Adopts AI-Powered Platform to Expand Digital Service Channels with Route 101

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.