MSC Cruises Launches AI Concierge After 1 Million Guest Messages

MSC Cruises Unveils AI Concierge Across Fleet

MSC Cruises is revolutionising the cruise experience with its new AI-powered MSC Concierge. Following a successful trial, this innovative service is now being rolled out across the entire fleet. During the trial, over one million guest messages were processed, achieving an impressive 93% satisfaction rate.

Seamless Onboard Assistance

The MSC Concierge is integrated into the MSC for Me app, providing passengers with 24-hour access to onboard services and information. Guests can use their phones or tablets to chat with the virtual assistant, making it easier than ever to plan their cruise activities. The system supports over 90 languages, ensuring smooth communication for all passengers.

Personalised Cruise Experience

With the AI concierge, guests can book specialty dining, reserve spa treatments, and arrange shore excursions. They can also check onboard spending and browse entertainment schedules. This eliminates the need to visit guest services desks, offering a more personalised and convenient experience.

Technology Enhancing Hospitality

MSC Cruises CEO Gianni Onorato emphasises that the AI concierge complements the crew’s hospitality. The goal is to enhance the holiday experience by combining cutting-edge technology with the warmth of the crew. This allows guests to tailor their journey and create a truly unique experience.

Easy Access Without Internet Packages

One major advantage is that the service operates through the ship’s internal Wi-Fi network. Guests don’t need to purchase an internet package. They can simply connect to the ship’s hotspot and use the MSC for Me app or scan QR codes to interact with the assistant.

Tailored Responses for Every Guest

The system is linked to each guest’s booking details, allowing it to provide tailored responses. Whether it’s cabin category, drinks packages, or other services, the AI concierge offers personalised assistance. This service is already available on most ships, including MSC World Europa and MSC Virtuosa, with more to follow soon.

Learning from Past Experiences

The launch of MSC Concierge invites comparisons with Zoe, MSC Cruises’ previous digital assistant. Unlike Zoe, which faced challenges with voice recognition and functionality, the new concierge is app-based and powered by advanced conversational AI. This modern approach promises a more reliable and user-friendly experience for passengers.