112 Searching for the right connection: technology’s role in passenger shipping From connecting the bridge to onshore teams for safety to improving the guest experience, technology is central to smooth operations in the cruise and ferry industry. Nicholas Belle from Abelle Consulting explains to Alice Chambers how the industry is adopting smart technology solutions Nobody likes paying for a luxury cruise only to find themselves queuing to get onboard or buying a ferry ticket then struggling to secure a seat. Whether it’s a quick trip across the water or a longer journey, passengers expect a comfortable and hassle-free experience wherever and whenever they are sailing. To meet these expectations and enhance customer satisfaction, passenger ship operators are now adopting smart technologies to enhance the end-to-end cruise experience – from the moment the guests begin searching for their cruises, to the minute they disembark after their sailing. These technologies are allowing guests to do everything from booking restaurants to checking in seamlessly, making contactless payments and personalising their onboard experience. “Guests on cruise ships can use specifically designed applications, powered by artificial intelligence (AI), to get personalised recommendations for dining venues, onboard entertainment and more by inputting their preferences,” says Nicholas Belle, founder of Abelle Consulting, which delivers strategic digital transformation and innovation expertise to maritime and transportation organisations globally. “They can also offer real-time translation services for international passengers and link to smart cabins with internet of things (IoT) technology for automated environmental controls.” Holland America Line, for example, has created a digital concierge service using Microsoft AI technology for guests to plan their cruises. The tool is named ‘Anna’ and answers customer questions like ‘find me a cruise that sails to Alaska in the next three months’ or ‘what onboard activities are available on this ship?’. The company has found that when customers engage with Anna, they are more likely to find the right cruise that fits their individual needs. Royal Caribbean International uses a smart wristband solution to reduce passenger congestion. The wearable devices track passenger movements around the ship so it can improve onboard logistics. The wristbands are also used as cabin keys, wireless payment methods and as instant messaging devices. Carnival Cruise Line is also using technology to improve the guest experience. Facial recognition technology has reduced the time it takes to check guests in from 60 to fewer than 10 minutes. Onboard its ships, AIdriven systems enhance comfort with personalised activity recommendations. These systems also monitor crowd patterns to reduce congestion, ensuring a smoother, more enjoyable experience from the moment guests arrive. FEATURE
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