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 Sound Power 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 Sound Power Solutions
We are an technology managed service and software development firm with successful experience assisting a myriad of businesses. We have experience in the human resources, healthcare, assisted living , financial management, and warehouse management sectors. We provide consulting and managed solution services to help our clients at all phases of implementing technology. This includes:
- Helping to manage your office IT environment (computers, networks, and productivity software)
- Implement and manage productivity and communication solutions such as Microsoft 365
- Developing a technology roadmap to meet your team's growing needs
- Building software and systems to help implement your roadmap
- Helping you support and maintain your custom software solutions
- Providing training in security and general software usage
At Sound Power Solutions, our goal is to always find the right solution to power your team. We leverage our team's deep experience in IT support, business analysis, systems engineering, software engineering, data development & management, and project management to make that happen for each of our clients.
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