b'chat, during the 2024 season at Capn Fishs Cruises, theWhile this process of training and retraining took a substan-bothandled3,385conversationswithcustomers,withtial amount of time for our guest services manager to initially only 4.5 percent of those requesting a live human. Again,set up, we chose to do this work during the offseason when is it perfect? No. Am I happy our staff did not have to fieldwe had ample time to devote to this project. This attention what could have been approximately an additional 3,200to detail paid off in spades when, in the 2023 season, the calls? Absolutely. chatbot handled 2,684 conversations at one location alone, followed by 3,387 conversations in the 2024 season in the WeworkedwiththepeopleatTOMIStodesignthesame location, with a majority of them addressing routine chatbot to feel like an extension of our team. It was pro- questions. This year-over-year growth not only continues to grammed to handle FAQs, provide updates on availability,significantly reduce call volumes but shows the acceptance and even guide customers through the entire booking pro- that chatbots have gained as a means of finding information. cessall while reflecting the same tone and professional-ism as our human staff. This was achieved because it wasAs of writing, were working with TOMIS in upgrading built and trained based on the actual answers to questionsour chatbots even further to give a more conversational our staff would give, either over the phone or in an emailresponse,similartowhatyoudexpectfromChatGPT to a customer. From there, it was further refined as we fedor Gemini, which should provide an even more tailored hundreds of possible questions into the bot, trying to findcustomer experience as we head into the 2025 season. This places where it would be stumped and then providing itnew version of the bot will also be able to scan and scrape with the correct information so it would know what an- the website where it is located to learn the correct answers swers to give next time. to give as we adjust product descriptions, post additional LET ASSUREDPARTNERS MCM MANAGEYOUR INSURANCE SO YOU CANFOCUS ON YOUR VOYAGEAssuredPartners MCM is a leading independent insurance brokerage based in the Pacic Northwest. Our combined experience placing insurance and managing the marine industrys unique risks.Whether were working with vessel operators, builders, AssuredPartners MCMContact: Damon L. NasmanDirect Line: 206.262.6375Damon.Nasman@assuredpartners.comwww.assuredpartnersmcm.com33 NOVEMBER 2024'