MSC Cruises logo

MSC Cruises and HARMAN International have co-created the future of Cruise Experience using Machine Learning, Natural Language Processing and Smart Audio technology: ZOE, the world’s first virtual personal cruise assistant, is designed to enhance MSC Cruises’ guest experiences by providing guest-centric services. ZOE uses ReadSpeaker’s accurate and lifelike text-to-speech voices to interact with guests in seven languages. She is always ready to answer hundreds of questions about the cruise and provide information about on-board services. All guests need to do is say, “OK ZOE”, and she is ready to help. The advanced voice recognition feature makes it easy for everyone to control and access information simply by using their voice.

ZOE is a first in the cruise industry, an example of how MSC Cruises leads the way by employing technology to enhance the guest experience. ZOE will launch on MSC Bellissima and will then be available on each new ship, including the upcoming MSC Grandiosa in 2019 and MSC Virtuosa in 2020.

This innovative AI guest service has been developed in partnership with the MSC Cruises’ Business Innovation team and HARMAN International, a wholly-owned subsidiary of Samsung Electronics.

Gianni Onorato, MSC Cruises’ CEO commented, “The cruise experience is constantly evolving to become ever-richer, offering an increasingly wide choice of services and facilities. In 2017, we introduced MSC for Me, an industry-leading digital innovation platform that revolutionized the way that guests were able to customize and personalize their experience. The technology was built into the very design of the new ships, incorporated into every step of the development process of each prototype, from conception to construction.”

Mr Onorato continued, “This was just the starting point in providing a connected cruise experience. There was a core guest need to be met, which was to find answers to common questions in a quick and easy way, enabling guests to make the most of their vacation. We researched the latest connected technologies and identified voice assistants and Artificial Intelligence as the way to meet this need, and the work on ZOE began.”

Listen to ZOE in action with one of ReadSpeaker’s lifelike text-to-speech voices.