Organizaciones de todos los sectores están encontrando nuevas formas de utilizar la IA para mejorar las operaciones y elevar las experiencias de los clientes. Esta historia de cliente muestra cómo Holland America Line utilizó Microsoft Copilot Studio para crear un agente inteligente que ayuda a los viajeros a tomar decisiones de compra mejores y más informadas. Lea la historia para ver cómo la IA puede aportar mayor eficiencia y personalización a las experiencias de sus clientes, y póngase en contacto con Barysa S.A. para discutir cómo crear un valor similar para su negocio.
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.
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