b'OFFICIAL PUBLICATION OF THE PASSENGER VESSEL ASSOCIATIONPRESIDENTNOVEMBER 2024 Customer Service VOL. 23, NO. 10Patrick Murphy, Blue and Gold Fleet,San Francisco, Calif.VICE PRESIDENT Steve Jones, Gateway Clipper Fleet, FeaturesPittsburgh, Pa.SECRETARY/TREASURER Andrew Sargis, Wendella Sightseeing Boats,8Leveraging the Value of HumanChicago, Ill. Interaction in Customer Service: BOARD MEMBERS Chris Anglin, Cross Sound Ferry, A Case for Human TouchNew London, Conn. vs. AI and Technology UsageBen Bernstein, BB Riverboats, Newport, Ky. Gabriella Shewfelt from WatermarkErik Bombard, Catalina Express, discusses when an in-personSan Pedro, Calif. approach can be essential for successful Jed Dixon, North Carolina Departmentof TransportationFerry Division, customer service.Manns Harbor, N.C.Jennifer Gezella, Naples Princess, Naples, Fla. 16Helping the Goodtimes Roll:Carol Hill, Dry Tortugas National Park Ferry,Bringing Joy to Children About the CoverKey West, Fla. Facing Cancer Capn Fishs has harnessed the John Lake, Hornblower, Alexandria, Va. Since 1983, Argosy Cruises haspower of AI to answer customerSarah Pennington, Classic Harbor Line, inquiries, freeing up staff toNew York, N.Y. partnered with the Goodtimes Project, take on more complex tasks.Hoyt Purinton, Washington Island Ferry Line, a charity dedicated to supportingStory on page 30. / Photo:Washington Island, Wis. children affected by pediatric cancer. Megan Clouse/Capn FishsASSOCIATE MEMBER REPRESENTATIVES Peter Duclos, Gladding-Hearn Shipbuilding, Collect Them All:Somerset, Mass. 22 Jeff Sherman, mtu America, Novi, Mich. Connecting With Guests PVA PAST PRESIDENTSThrough Captain CardsColleen Stephens, Stan Stephens GlacierTwo operators have developed aand Wildlife Cruises, Valdez, Alaska.fun way to build a deeper relationship Bob Bijur, Island Queen Cruises, Miami, Fla.with guests both young and old. ColumnsJim Swindler, Golden Gate Bridge,Highway and Transportation District, 4Presidents LetterSan Francisco, Calif. 30Puffins, AI Chatbots, and YouEXECUTIVE DIRECTORJamie Storrs of Capn Fishs shares how7Executive Directors Letter John R. Groundwater AI chatbots have been a game changer42Legislative ReportSENIOR LEGISLATIVE ADVISOR Edmund Welch for their team.44Safety MattersLEGISLATIVE DIRECTOR49NewswireRichard Patch 38Clear Communication: 54Member News REGULATORY AFFAIRS CONSULTANTThe Roger Murphy National Peter Lauridsen Marine Safety Award 66U.S. Coast GuardDIRECTOR OF FINANCE66Advertisers IndexLeslie Kagarise PVA annually recognizes crew whoDIRECTOR OF REGULATORY AFFAIRS have helped to make the marine AND RISK MANAGEMENTtransportation system safer. Learn Eric Christensen about one of the most recent honorees.GENERAL COUNSEL Steven Bers, Whiteford, Taylor and PrestonDIRECTOR OF MARKETINGAND COMMUNICATIONSFOGHORN is published monthly, except combined January/February, by theKatie Hill Passenger Vessel Association (PVA), 103 Oronoco Street, Suite 200, Alexandria, Va., 22314EDITORIAL OFFICESSend address changes to FOGHORN at pvainfo@passengervessel.com.Managing Editor: Sarah FerrettiCopyright 2024 by the Passenger Vessel Association. All rights reserved. No part of thissarah@passengervessel.compublication may be reproduced without the written consent of the Passenger Vessel Association.571-388-7752PASSENGER VESSEL ASSOCIATION PVAINFO@PASSENGERVESSEL.COMPHONE: 703-518-5005FAX: 703-518-5151'