Customer Stories
Turning Email Chaos into Intelligent Decision-Making
Xebia helps a global cruise operator transforms customer engagement with Scaled GenAI, reducing response times and surfacing high-value opportunities in real time.
About the Client
A leading global cruise operator with 11 ships, 500+ voyages, and guests from 98 countries, renowned for high-touch, premium service.
The company built its brand on seamless, personalized service and rapid issue resolution. But with over 10,000 guest emails daily—containing VIP upgrade requests, concierge needs, complaints, and sales inquiries—the system broke down:
- Manual triage was inefficient, with response times stretching to 24–36 hours.
- Critical issues were lost in inbox clutter.
- High-value sales opportunities were buried under routine interactions.
- Customer-facing teams were drowning in email sorting instead of delivering premium experiences.
The cruise operator’s premium service promise was threatened by email overload and slow response times.
Why
Together with Xebia, the company built a GenAI-powered platform to deliver real-time decision intelligence.
What
The transformation delivered real-time service with 95% less manual sorting and 80% fewer missed opportunities.
How
When Inbox Chaos Threatens Premium Services
As the business scaled, that promise was threatened by the sheer volume of guest communication. Over 10,000 emails poured in daily, including VIP upgrade requests, concierge needs, complaints, and high-value sales inquiries. Manual triage became inefficient, with response times stretching to 24–36 hours. Critical issues were lost in inbox clutter, sales opportunities were buried under routine interactions, and customer-facing teams were overwhelmed by sorting emails instead of delivering the premium experiences their guests expected.
A GenAI Powered Email Automation and Categorization
Partnering with Xebia, the company implemented a GenAI-powered Customer Engagement platform that went far beyond basic automation. This advanced system used fine-tuned OpenAI GPT models trained on three years of guest interactions to process over 10,000 emails daily with 97% accuracy. Manual sorting was reduced by 95% thanks to intelligent routing that prioritized high-value conversations instantly.
AI-powered summarization eliminated the need for manual review, pushing smart insights directly into Salesforce and Microsoft Dynamics to create a complete customer view and empower sales teams to proactively engage high-value customers. Designed for enterprise-grade scalability, the platform leveraged Azure Kubernetes Service to support growth to over 100,000 daily interactions, while Azure OpenAI Service delivered real-time, context-aware NLP processing. Continuous learning models ensured that prioritization, accuracy, and response efficiency improved over time.
Transforming Operations Into a Competetive Advantage
The transformation delivered real, measurable impact. Manual email sorting was reduced by 95%, freeing teams to focus on revenue-generating activities. Response times fell from 24–36 hours to near real-time, protecting the brand’s premium service promise. The company saw a 12% reduction in manual CRM data entry, boosting operational efficiency, and an 80% reduction in missed engagement opportunities as GenAI proactively surfaced critical guest needs. Looking ahead, the company plans to expand these capabilities to voice and chat automation, predictive guest journey analytics, and AI-powered fraud detection to create a truly seamless omnichannel experience.