Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. Outsourced support teams
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Answering ServiceAI Answering ServiceAfter-Hours & 24/7Bilingual (EN·ES)For Small BusinessFor Law Firms All Services See Pricingcruise lines
AI agents and cruise-trained specialists manage cabin bookings, shore excursions, and onboard requests in 65+ languages — from embarkation to disembarkation.
how it plays out
Pre-departure cabin upgrade request
Port activity planning before sailing
Accessibility accommodation request
Milestone celebration coordination
the team behind it
real members of the global team Cruise-Trained Specialists
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
A cabin change, an excursion question and a port-change enquiry all depend on the sailing involved. Capture the ship, departure date and booking reference before discussing the available options. Identify whether the line or a travel agent owns the reservation.
For a cruise-support program, configure HeroDash custom fields for sailing, booking channel, cabin reference and enquiry type. Ticket triggers can route reservation questions and onboard requests to their agreed owners, with the actions recorded in the timeline. Booking-system access and ship-to-shore coordination must be scoped for your operation.
Build the response guide around fare conditions, final-payment dates and the line’s approved itinerary updates. For accessibility or special arrangements, record the passenger’s request and obtain confirmation from the responsible team. An enquiry being forwarded is a different status from an arrangement being confirmed.
what comes off the call
Keep the sailing and reservation owner visible throughout the handoff.
For multi-supplier travel bookings, see travel agency support.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Define the booking permissions and fare rules first. Agents can guide passengers through approved options and follow the agreed reservation process. Confirm availability and any charges through the authorized system before telling the passenger that a change is complete.
Use the cruise line’s approved update for the affected sailing. Record the version or time checked, explain the confirmed options and route individual exceptions to the responsible team. Agree who owns communication when the reservation was made through a travel agent.
start
Bring your sailing calendar and reservation rules. We will define coverage and the handoffs between shore teams, agents and onboard staff.