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 Ataira Analytics 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 Ataira Analytics
Ataira Analytics Incorporated is a U.S.-based, Service-Disabled Veteran-Owned Small Business (SDVOSB) and Microsoft Partner delivering Azure-native analytics, governance, security, and cloud modernization solutions to federal, state, local, and enterprise organizations.
Headquartered in Washington State, Ataira specializes in designing and implementing secure, compliant, and performance-driven Microsoft cloud architectures across Azure, Microsoft 365, and enterprise data platforms.
Our core capabilities include:
We focus on measurable outcomes: operational visibility, fiscal transparency, compliance readiness, and performance optimization across complex cloud environments.
As a veteran-owned organization, we bring disciplined execution, security-first engineering practices, and public-sector alignment to every engagement.
Ataira partners with organizations seeking to operationalize Azure data, improve cloud governance maturity, and transform telemetry into strategic insight.
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