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 Jertex Networks, LLC. 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 Jertex Networks, LLC.
Jertex (named after Jersey / Texas) is a leading technology integrator focused on solving the business problems of our Small Business clients through better use of technology. We are the IT staff for most of our clients. As such, we help our clients create a stable network foundation to support their overworked office staff, and managers.
Our expertise is in designing, installing and maintaining:
- Voice,
- Data,
- Wireless,
- Video
- Voice over IP (VoIP).
Today our customers are seeing more and more of their line of business applications being moved from an on-site server - to a Cloud or Internet based server. As their technology ages, we help them replace their legacy computers and servers with the right new equipment to lower their up front cost, and computers and servers that just work better for the long term.
We help our customers move their critical email and telephone service to less costly, and easier to maintain hosted (CLOUD) services.
We just launched our new division - JERTEX RECYCLING to help our customers legally dispose of their ancient computers and servers that are clogging up desks, and closets .
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