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 Zakini Inc. 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 Zakini Inc.
Like toddlers that play with iPads today, we were experimenting with technology back in the 80's as kids. Technology is in our DNA and we’ve seen the digital transformation from its inception to what it is today, a world created on the internet and driven by increasingly advanced technologies.
Our goal is to become leaders in helping the world transitioning the digital revolution. That is why, we currently help companies of all sizes to leverage the latest IT solutions, working securely from anywhere, across all devices. From IT infrastructure to cloud computing, our plans are flexible and cover a wide array of managed services: Microsoft 365, Cybersecurity, Voice Solutions, Networking, Video Surveillance, Smart Access Control, Virtual CIO and more.
Plan your IT strategy easily when you outsource your IT department with us and keep your costs under control avoiding surprises with flat rates and predictable expenses.
In case you haven’t heard of the word Zakini before, it sets our standards easy and straight to the point: Go forward. Move ahead. Be first.
Sign in with LinkedIn