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 TMM Enterprises Group, Inc 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 TMM Enterprises Group, Inc
TMM Enterprises Group, Inc. (TMM) has combined its consulting, technology and training services with capabilities to distribute industrial products and services including pipes, valves, fittings, flanges, electrical, instrumentation and control products used in the, oil, gas, refining, industrial, mining and construction industries and in water and treatment systems
TMM offers individual parts purchases and complete turnkey packages from an extensive catalog of products and services. We provide on-time delivery to your locations to fully stock your projects.
Our product and process quality control assures maximum efficiency, attention to detail, reduced downtime, reliable service, quick turn-around on your requirements and all at competitive prices.
TMM provides high level business management consulting, technical support services, a proprietary contract and data management system, and business development training to respond to the many needs of small businesses.
TMM is a minority-owned company certified by State, Federal, local government agencies and The Supplier Clearinghouse for the Utility Supplier Diversity Program of the California Public Utilities Commission.
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