MSC Cruises Introduces MSC Concierge, an AI-Powered Guest Assistant

MSC Cruises has unveiled its latest enhancement in guest experience: MSC Concierge.

Described as being “like a concierge in guests’ pockets,” the new conversational AI assistant enriches the existing MSC for Me digital ecosystem, helping guests to seamlessly manage their cruise experience.

With this complimentary service available 24/7, guests can make requests and ask questions through a conversational chat interface in more than 90 languages, easily accessed on their own smartphone or tablet. 

The AI service can support in many ways including answering questions, booking services, restaurants, spa treatments, and shore excursions, checking account balances, or finding the perfect entertainment for any mood.

MSC says the tool was not developed to replace human interaction on board, but to complement the hospitality offered by crew members. It is now available on the majority of the line’s ships and will be rolled out fleetwide by end of May.

A pilot program saw a 93% service satisfaction score from over 170,000 guests exchanging over one million messages.

“We are dedicated to offering our guests the ultimate holiday experience across every touchpoint of their cruise,” said Gianni Onorato, Chief Executive Officer of MSC Cruises. 

“Combining the latest technology with the warm hospitality of our crew, we are enabling guests to personalize their journey like never before, to create an experience which is truly theirs.” 

Onorato concluded: “MSC Concierge allows guests to access the information they need instantly and make service requests from the comfort of their cabin or sun lounger, giving them more freedom to enjoy their time on board, discover new experiences, and make the most of every moment at sea.”

About MSC Concierge

MSC Cruises’ AI-driven digital service is fully integrated into the MSC for Me App, a 24/7 tool that offers guests personalized recommendations and seamless access to information about their cruise. 

Wide range of functionalities – It gives guests immediate answers to questions about their cruise, enables them to request services, book specialty restaurants and shore excursions, spa treatments, check account balances, personalized entertainment suggestions and more, all through a natural, conversational chat interface.

Easy access – Fully integrated into the MSC for Me app on guests’ personal device (smartphone or tablet), with no paid-for internet package required – guests simply connect to the ship’s Wi-Fi to benefit from instant access anywhere on the ship, whether it be from the comfort of their cabin, sun lounger or bar.

Language adaptable – MSC Concierge is available in more than 90 languages, including English & French.

Tailored responses – The tool is connected to each booking account, meaning it is aware of personal booking conditions such as drinks packages, experience of booking and cabin type, to give accurate and specific information to each guest.

To learn more about MSC Concierge, click here.