TLDR: Carnival Cruise Line has initiated over 100 generative AI pilot projects, yet only six have transitioned to full production. Sean Kenny, the CIO, advocates for a measured implementation approach, emphasizing controlled growth and strategic oversight through a dedicated AI governing body. The company is focusing on practical applications like enhancing customer service and improving onboard recommendations, while also prioritizing tailored employee training.
Carnival Cruise Line, a prominent player in the leisure travel industry, is navigating its artificial intelligence journey with a deliberate and cautious strategy, as articulated by its Chief Information Officer, Sean Kenny. The company has explored a significant number of generative AI initiatives, with over 100 pilot projects underway. However, only a select six of these projects have successfully moved into full production, reflecting Kenny’s “measured approach” to AI adoption.
Kenny, who has held the CIO position since 2017, stated, “We have limited, for the time being, the number of tools that are available.” He further elaborated on the company’s philosophy, emphasizing, “What we wanted to do was not have science experiments everywhere.” This controlled expansion is overseen by an internal AI governing body that convenes monthly. This body is responsible for evaluating potential use cases, allocating capital funding, monitoring progress during the piloting phase, and ultimately authorizing generative AI applications for broader deployment across the organization.
Carnival Cruise Line’s generative AI strategy operates independently from its sister brands, which include Holland America and Costa Cruises. Each division is empowered to chart its own technological roadmap. A crucial aspect of Kenny’s role involves fostering employee engagement and proficiency in AI tools. He actively promotes training courses from leading AI providers such as Microsoft and organizes corporate hackathons. Recognizing the nuances of adult learning and potential apprehension, Kenny noted the effectiveness of individualized coaching over group sessions, stating, “Nobody wants to look dumb, especially if your boss is sitting at the table with you.” To further support its workforce, Carnival has established a centralized AI team, offering a resource for employees seeking assistance or clarification when utilizing these evolving AI technologies.
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Among the generative AI applications already in production, one notable tool assists personal vacation planners, who serve as the company’s travel agents, in efficiently answering guest inquiries. Another application that Kenny views with considerable enthusiasm is designed to aid servers in providing more precise recommendations for red wine pairings with steak. The company anticipates that the latter initiative will contribute to an increase in its Net Promoter Score, a key metric for customer satisfaction.
