SeaJets AI-Chatbot
SeaJets & MPASS launched an AI-Chatbot, revolutionizing the passenger experience. This solution actively streamlines support operations, delivering significant cost savings and a measurable boost in passenger engagement.
AI-Powered Customer Support for SeaJets
Seajets, a major Greek ferry operator, partnered with MPASS and Certus to deploy an AI-Chatbot, powered by the MPASS AI-Management Platform. The core objective was to transform customer service by providing 24/7 service availability, dynamically handling passenger queries across multiple languages (Greek, English, Greeklish), and supporting key functions, relieved pressure on call center team.
Seajets AI Chatbot Chatbot
Aegean Chatbot
Objectives
• Deliver immediate answers to ticketing, routes, departures, delays, and onboard services
• Implement a multilingual interface supporting Greek and English, including Greeklish inputs.
• Handle thousands of simultaneous requests across Messenger.
• Provide integrations with SeaJets’ booking system and other back-end engines.
• Achieve significant reduction in telephone support load and faster time-to-assist
• Service availability: 24 × 7, no waiting queues
• Response time: average < 3 seconds from query to answer.
Solution & Technology
Why it's significant
✔️ Built using MPASS’s Hybrid AI Engine: combining rule-based logic + NLP and in the future with RAG + LLMs (ChatGPT/Gemini) to ensure grounded answers.
✔️ Integrated with SeaJets’ back-end: booking DB, schedule API,
✔️ Greek/Greeklish language layer enabled, enabling natural inputs like “poso kostos?” (Greeklish) and getting correct responses.
✔️ Admin console to train new intents (e.g., “Where can I park my car”, “Can I bring a pet?”) without developer support.
✔️ Seajets became one of the first Greek ferry operators to launch a truly multilingual AI assistant covering online & mobile channels.
✔️ MPASS demonstrated Greek-language leadership — able to handle Greeklish, mixed languages, and domain-specific ferry terminology.
✔️ The project showcases MPASS’s enterprise readiness: system integrations, channel breadth, rapid deployment and real-time data access.
Contact us to learn more about AI-powered solutions that elevate passenger service!
