Improving Customer Experience with AI and Amelia Cognitive Computing

Michael Krigsman, industry analyst and host of CXO Talk, engages in a lively conversation centered around AI and customer care in the travel industry with Mike Giresi, CIO at Royal Caribbean Cruises. The talk opens up with Krigsman inquiring about the impetus behind Royal Caribbean’s recent digital transformation.

As the discussion unfolds, Giresi explains the overall goal of modernizing their existing business technologies and processes is to offer guests “more control and direct selection around what they want to do” and to make the whole vacation experience more seamless and enjoyable for the customer.

He then mentions in what capacity Amelia is being employed and how her presence within these roles is contributing to an elevated level of customer service.

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