MSC Cruises is introducing its AI-powered MSC Concierge on all ships after a successful trial program where guests exchanged more than one million messages with the system and gave it a 93 percent satisfaction rating.

The virtual assistant is built into the MSC for Me mobile app and helps guests quickly access onboard information and services through a simple chat available 24 hours a day.

More than 170,000 guests tested the service during the pilot program before MSC Cruises decided to expand it across the entire fleet by the end of May 2026.

The AI concierge works in more than 90 languages and can help guests book specialty restaurants, spa treatments, and shore excursions, check their onboard account, find entertainment options, and answer common questions directly from their phone or tablet.

Gianni Onorato said the new technology is meant to support crew members, not replace them.

“We want to offer our guests the ultimate holiday experience at every stage of their cruise,” Onorato said. “By combining modern technology with the warm hospitality of our crews, guests can personalize their journey.”

One important feature is that guests can use the AI assistant through the ship’s Wi-Fi without buying an internet package. The system is also connected to each guest’s booking details, allowing it to provide more personalized answers based on cabin type, drink package, and other services included in their reservation.

MSC Cruises said the AI concierge is already available on most ships and will be active across the full fleet by the end of the month.

The use of AI technology on cruise ships is becoming more common as cruise lines look for ways to improve guest service and reduce waiting times at service desks onboard.

For crew members, the AI assistant could help reduce the number of routine questions handled by guest services staff, giving them more time to focus on guests who need personal assistance or have more complicated requests.