Hurtigruten: Enhancing Customer Service with Advanced AI Features
What was the challenge?
Hurtigruten, the iconic leader in Norwegian coastal voyages and adventure travel, offers unique voyages along the Norwegian coast and global expedition cruises. Hurtigruten sought to revolutionize its customer service experience by enhancing the efficiency and accuracy of its contact center. The company faced a major challenge: a vast, unstructured knowledge base and an influx of complex customer inquiries that contact centre agents struggled to navigate efficiently.
Our solution
To address Hurtigruten’s challenges, Codento developed an innovative solution that integrated Hurtigruten’s contact center software with Google’s Customer Engagement Suite (formerly Contact Center AI, CCAI). This solution enabled real-time transcription of voice conversations between agents and customers, and leveraging these transcripts to provide relevant search results from a knowledge base to the contact center agents.
Key features included:
- Extracting both agents’ and customers’ voice data during calls and converting it into accurate, real-time text using Google Cloud’s Speech-to-Text (STT) functionality.
- Utilizing Google Cloud’s GenAI search capability, a feature of Customer Engagement Suite, to analyze the transcribed text and perform intelligent, context-aware searches within the knowledge base.
- Indexing data from both the web and Hurtigruten’s internal systems to be searchable by GenAI.
- Ensuring the solution was robust, scalable, and adaptable to Hurtigruten’s needs while enhancing agents’ ability to quickly access relevant and precise information.
This approach demonstrates how AI and customer service can work together to transform how companies interact with their customers.
Why Codento?
Hurtigruten chose Codento for their deep expertise in Google Cloud technologies and their ability to deliver innovative solutions tailored to business needs. Codento’s proven expertise in Google Cloud and CCAI, demonstrated across dozens of successful projects, made them the perfect partner for Hurtigruten.
What were the results?
The implemented system could handle complex customer questions while, at the same time, delivering high-quality responses. This improved the quality of customer interactions and made agent workflows smoother. Real-time voice-to-text transcription and GenAI-powered search gave Hurtigruten’s agents actionable insights, helping them resolve customer inquiries more effectively.
In Hurtigruten’s own words
“Codento’s innovative approach to integrating real-time voice transcription with GenAI search has laid a solid foundation for transforming our customer service. Their expertise and collaborative approach have positioned us for a successful implementation.”
Sverre Stornes, VP Commercial Systems, Hurtigruten, sverre.stornes@hurtigruten.com
