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 Hudson INFOsys 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 Hudson INFOsys
Our company, established in 2005, offers a broad range of technology services to various businesses. Our team is dedicated to assisting our clients in making well-informed decisions about technology, with the aim of boosting and improving their businesses. Our primary objective is to support our clients in achieving their mission goals by utilizing modern technology. We assist our clients in improving their operational efficiencies and increasing business value. At Hudson InfoSys (HIT), we specialize in aligning technology practices with our clients' mission objectives and direction, providing unmatched expertise to meet the most complex technology requirements.
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