Normalized claim
Personalized email campaign timelines: 75%
"sped up campaign timelines from weeks to days"
Virgin Voyages: Project Ruby AI concierge with Gemini Enterprise Agent Platform
Use case typeCustomer service agentUpdated Jun 22, 2026
Virgin Voyages developed Project Ruby with Google Cloud and partner 66degrees to provide personalized, conversational support for sailors and crew. The solution brings together data from Salesforce, Seaware reservation systems, websites, onboard sales terminals, and crew tablets into BigQuery, then uses Gemini Enterprise to generate predictions and personalization through natural-language agents. Guest-facing and internal assistants include Rovey for personalized concierge support and crew tools for ship-, route-, and role-specific assistance. Local Ruby agents run on Google Distributed Cloud at the edge to keep the experience resilient during offline ship operations, while Firestore, Cloud Storage, Pub/Sub, and Dataflow support operational profiles, asset storage, enrichment, and DLP checks.
- Organization
- Virgin Voyages
- Industry
- Consumer & Food
- Location
- Virgin Islands (British)
- Published
- June 2026
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Sales: 28% increase
"28% year-over-year increase in sales"
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Virgin Voyages
- Provider
- GCP
- Maturity
- Scaled Production
- Linked source
- Google Cloud Customer Stories
The company can deliver personalized experiences at scale across millions of touchpoints
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Customer service agent
- 2AI agents
- 3Employee productivity
- Virgin Voyages unified customer and operational data from multiple touchpoints into BigQuery.
- Gemini Enterprise Agent Platform and Gemini Enterprise turn that data into predictions and personalization surfaced through conversational natural-language agents for guests and crew.
- Rovey acts as a virtual crew member that suggests destinations, excursions, spa sessions, and other personalized support.
- Ships run local Ruby agents on Google Distributed Cloud at the edge to maintain resilience during inconsistent connectivity at sea; Firestore, Cloud Storage, Pub/Sub, and Dataflow support operational profiles, asset storage, enrichment, and DLP checks.
- Personalized email campaign timelines sped up by 75%.
- Sales increased 28% year over year.
- More than 1,500 AI agents now support operations including group booking management and crew enablement.
- The company can deliver personalized experiences at scale across millions of touchpoints.
Architecture
Project Ruby unifies customer and operational data into BigQuery, uses Gemini Enterprise Agent Platform / Gemini Enterprise to power conversational assistant experiences, and runs local Ruby agents on Google Distributed Cloud at the edge for offline resilience. Firestore provides operational profiles and edge sync, Cloud Storage stores assets, and Pub/Sub plus Dataflow handle enrichment and DLP checks.
Implementation partners1
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jun 22, 2026Publisher: Google CloudEvidence: PrimaryConfidence: High
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