Holland America Line sees signs of more informed purchasing with Copilot Studio agent | Microsoft Customer Stories
Organizations across industries are finding new ways to use AI to enhance operations and elevate customer experiences. This customer story showcases how Holland America Line used Microsoft Copilot Studio to build an intelligent agent that helps travelers make better, more informed purchasing decisions. Read the story to see how AI can bring greater efficiency and personalization to your customer experiences, and contact Healthy Technology Solutions to discuss how to create similar value for your business.
What is Anna and how does it assist customers?
Anna is a virtual agent developed by Holland America Line using Microsoft Copilot Studio. It acts as a digital concierge on the company's website, providing support to new and existing customers as well as travel advisors. Anna is designed to assist with booking new cruises, adding products and services to existing bookings, and answering a wide range of general questions, all while maintaining a strong resolution rate and handling thousands of conversations each week.
How does Anna improve customer support?
Anna improves customer support by offering personalized, 24/7 assistance without increasing contact center volumes. It utilizes advanced natural language processing to understand complex queries and provide relevant information quickly. This has led to a reduction in basic informational queries directed to contact center agents, allowing them to focus on more complex issues.
What are the future plans for Anna?
Holland America Line plans to expand Anna's capabilities by integrating additional services such as booking excursions, spa services, and drink packages. The agent will also be introduced in markets outside the United States, including Australia, Canada, and the United Kingdom, with localized cruise and booking information. This expansion aims to further enhance the customer experience throughout their journey.
Holland America Line sees signs of more informed purchasing with Copilot Studio agent | Microsoft Customer Stories
published by Healthy Technology Solutions
Healthy Technology Solutions specializes in a wide range of services, including tailored IT services and solutions for small and medium businesses and their owners in Las Vegas. We are committed to providing each and every one of our clients with high quality service and support. Our unique IT team is incredibly friendly and can help you every step of the way in growing your business. We expertly combine our services in order to provide you with customized help and support so you only get what you need and what you want. Our innovative approach starts with a thorough investigation of what your company needs to succeed so that we can ensure a perfect fit with you and our services.
Our clients benefit greatly when they choose to partner with us. Not only will you have more energy and time to focus on your business while we handle your IT needs, but you'll experience happier and more productive employees, too. Let us help you open the doors to more technology so you can rest easy that your network will always perform to your standards and that your company will be able to outperform its competitors with ease. Sleep soundly tonight knowing that your electronic assets are optimized, maintained, and protected – because ensuring your business' technology runs smoothly is our top priority.
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