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 Pong Agencies Limited 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 Pong Agencies Limited
Pong Agencies was founded on the sole principle of enabling people to connect and communicate effectively using technology. Our 20+ year in the industry has seen us build an unmatched reputation for excellence and service delivery based on this fundamental principle.
We provide end to end IT solutions that include network and communications infrastructure solutions, enterprise software development and cyber security solutions. We leverage on cutting edge innovative products and services to ensure technology is an enabler for your business.
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