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February 8, 2019

Swedish ferry operator Stena Line to launch chatbot Stina

Swedish ferry operator Stena Line is set to launch the smartest chatbot Stina into the market to offer better customer assistance.

Swedish ferry operator Stena Line is set to launch the smartest chatbot Stina into the market to offer better customer assistance.

The new chatbot is capable of updating Stena Line’s customers regarding information on departure times and prices, as well as answer frequently asked questions anytime.

With the help of Stina, customers will be able to book a trip and keep track of any potential delays.

Stena Line Customer Acquisition and Conversion head Anders Hellberg said: “When chatting with Stina, she will help you find where and when you would like to travel, and then she funnels you into our web-based booking system to finalise the booking.

“This is a unique service in the ferry market and just one key feature that makes Stina smarter than others, along with her ability to keep track of delays in real time.”

Stena Line has initially launched English-speaking Stina into the UK market and plans to introduce to other markets in different languages.

Stina currently greets all customers visiting the ‘Need help’ section of stenaline.co.uk or those who use the Stena Line TravelMate app.

“Stena Line has initially launched English speaking Stina into the UK market and plans to introduce to other markets in different languages.”

Hellberg further added: “We are also looking at voice command to see if it would be possible for our customers to speak to Stina as you would talk to Siri or Google.

“Last but not least, we are working hard to have Stina support our customers through the whole booking process, from start to payment.”

Based on the customer feedback for its answer given, the chatbot trains itself without human involvement.

Stena Line has 38 vessels and operates routes between Ireland and Britain with an extensive network, including Belfast to Cairnryan, Belfast to Liverpool, Belfast to Heysham, Dublin Port to Holyhead, and Rosslare to Fishguard.

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