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 MIS Solutions to discuss how to create similar value for your business.
What is Anna and how does it work?
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 personalized support to new and existing customers as well as travel advisors. Anna handles thousands of conversations weekly and is designed to assist with booking new cruises, adding services to existing bookings, and answering a wide range of general questions.
How does Anna improve customer support?
Anna improves customer support by providing 24/7 availability and addressing a diverse array of customer inquiries with natural language, similar to a live agent. This has led to a strong resolution rate and is expected to reduce the number of basic informational queries directed to contact center agents, ultimately streamlining the customer journey.
What are the future plans for Anna?
Holland America Line plans to expand Anna's capabilities by integrating additional features 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 market-specific information to 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 MIS Solutions
Established in 1999 in Boston, MA, MIS Solutions is a technology consulting firm that modernizes data centers and enables Cloud for its customers. Cloud is NOT technology. Cloud is a framework that leverages technology to deliver business value and reduce operation overhead. Cloud can either be a lifestyle or a use-case. MIS Solutions understands that there is people and process that come before technology. In the beginning, services centered around infrastructure services (compute, virtualization, storage, backup and replication). Today, MIS Solutions provides Cloud services. Our focus starts with Amazon Web Services (AWS), bleeds into Microsoft Azure and ends with Google Cloud Platform (GCP). Please feel free to reach out to us at info@misfirm.com.
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