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 VOX ISM 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 VOX ISM
VOX ISM is Canada’s largest Microsoft Dynamics Partner. We specialize in implementing Microsoft business solutions software including Microsoft Dynamics 365 Business Central, CRM, and Office 365. These software solutions enable our customers to compete in today’s digital landscape.
We specialize in workforce skills development and training and offer a variety of courses focussed on improving existing employee skills and teaching new ones.
We have 800+ customers and 20 years of experience in the software industry and we specialize in the Manufacturing and Distribution industries. We have experienced industry consultants including former Plant Managers, Supply Chain Managers, Schedulers, Warehouse & Distribution specialists, Sales and Marketing staff, Controllers, Accountants, and many more on board, who will set up your software implementation and train your staff for business success.
We are based in Toronto with teams across Ontario and in British Columbia & Alberta.
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