Smarter journeys across the Adriatic: Digital companions play a growing role for TP Line passengers

Every journey across the Adriatic begins with a little planning: which island to visit, when to set off and how to fit one more place we would love to discover into the day. As those wishes take shape as an itinerary, timely information about departures and available connections helps everything fall into place. This season, TP Line’s digital companions, a chatbot and a voice AI assistant, are helping passengers make those plans.

Alongside the existing customer service team, the two new communication channels make it easier to find information about sailings, tickets and boarding. During the tourist season, when enquiries multiply, this accessibility can mean less uncertainty before departure and more time to enjoy the reasons for travelling in the first place.

Thousands of conversations before departure

TP Line officially launched its chatbot in early April. From 1 May to 31 August, it recorded 11,207 separate conversations with 9,389 individual users. A total of 46,277 messages were exchanged: passengers sent 23,247 and the chatbot sent 23,030.

The busiest day was 24 July, at the height of the summer season, with 1,015 conversations. The average conversation lasted around six minutes and 26 seconds. Behind these figures are practical needs: checking a departure time, finding a boarding point or asking whether tickets are still available for a particular sailing.

Bringing answers closer to passengers

Timetables, service updates, ticket availability, and purchase and refund conditions were among the most common topics. The chatbot allows passengers to look for this information outside customer service opening hours, whenever it suits them, whether they are still planning their arrival or already on their way to the harbour.

Multilingual communication is an important part of that accessibility. For an international visitor discovering Adriatic ports and island connections for the first time, being able to ask a question in their own language can make finding their way easier. The welcome can begin even before the crew greets them on board.

A voice at hand when the harbour falls quiet

Since 10 June, passengers have also had access to a voice AI assistant, available 24 hours a day. It is designed for those who find it easier to call and ask a question aloud than to seek information in writing.

During the reporting period from 15 August to 15 September, the voice assistant recorded 1,958 conversations with 1,308 individual users. Total conversation time amounted to 32 hours and 12 minutes. Timetables were the most frequent topic, accounting for 50.7 per cent of conversations, while ticket availability accounted for 7.7 per cent of enquiries.

These questions may be routine for a ferry operator, but for a passenger the answer can shape an entire day: when to leave for the harbour, whether they can catch their preferred sailing and how to continue their journey. This makes access to information at any hour particularly valuable during the summer months.

The human touch remains part of the journey

In 41.6 per cent of conversations, the voice assistant transferred the passenger to a member of staff, while 58.4 per cent took place without such a transfer. These figures show how much communication is taking place through the additional digital channel, while also highlighting the importance of keeping personal assistance available.

A transfer does not necessarily mean the assistant was unable to answer. Some passengers ask directly to speak to a member of staff, while others have a question that requires further checks or action by the customer service team. An item left on board, detailed guidance on requesting a refund or particular travel circumstances call for more than basic information.

By handling some of the recurring questions, digital assistants give staff more time for these situations. Passengers can still speak to someone who can listen, understand the circumstances of their journey and help find a solution.

More time for the Adriatic

The first season of use shows that passengers have found digital assistants a practical way to access information. The chatbot and voice assistant offer different ways to communicate, depending on whether a passenger prefers to write or speak on the phone. Both aim to make preparing for a journey easier and bring customer support closer to the moment it is needed.

Journeys on the Adriatic are remembered for the people we meet, the views from the deck and those first steps ashore on an island. A helpful answer before departure is a small but important contribution to a calmer start. That is where TP Line’s digital companions find their place: alongside passengers, from the first question to the moment they set sail.