Customer Service Automation
Holland America Line wanted to provide even faster, more personalized support for customers—without driving up contact center volumes or running a traditional chatbot.
Reported impact
Telemetry is also indicating that Anna will reduce the number of basic informational queries to contact center agents. Significant increase in bookings Reduced contact center volume “With so many stateroom options and packages, booking a cruise can be a complicated process, and once you’re booked, it’s not always easy to understand how to prepare for a cruise and add additional services,” says Scot Pettit, Sr.
Holland America Line used Microsoft Copilot Studio, Microsoft Dynamics 365, Dataverse to support customer and agent interactions with AI-assisted automation. Holland America Line wanted to provide even faster, more personalized support for customers—without driving up contact center volumes or running a traditional chatbot. Key implementation elements included Microsoft Copilot Studio builds the digital concierge or voice agent that handles customer requests across channels; Microsoft Dynamics 365 provides the common business process layer that standardizes operations; Dataverse stores structured app data, conversation logs, and feedback for the service; Azure Monitor tracks platform health and operational telemetry. Customer questions enter the assistant from web, voice, or messaging channels; retrieval services ground responses with website and product content; the ai layer interprets intent and generates responses or actions; interaction logs and feedback are stored for tuning;...
Customer questions enter the assistant from web, voice, or messaging channels; retrieval services ground responses with website and product content; the ai layer interprets intent and generates responses or actions; interaction logs and feedback are stored for tuning; answers or next steps are returned to customers, agents, or clinicians through the front-end experience.
Holland America Line wanted to provide even faster, more personalized support for customers—without driving up contact center volumes or running a traditional chatbot.
Multi-intent detection: Ability to understand queries such as “Help me find a cruise to Alaska for 6 to 8 days from Seattle.” Custom entity extraction: Ability to expand on predefined entities such as dates and add custom entities (i.e., “I want to go next summer” will generate a JSON object for the June–August summer season {"departurefromdate": "2025-06-01","departuretodate": "2025-08-01"}) Single-page reasoning: Ability to reason over a particular cruise itinerary page to answer questions like “Which day are we getting to the Bahamas and what are we seeing before that?” “With Microsoft Copilot Studio, we have an effective platform for delivering the benefits of generative AI to our customers, providing them with faster service and an even better overall cruise experience.” Scot Pettit, Sr.
Telemetry is also indicating that Anna will reduce the number of basic informational queries to contact center agents. Significant increase in bookings Reduced contact center volume “With so many stateroom options and packages, booking a cruise can be a complicated process, and once you’re booked, it’s not always easy to understand how to prepare for a cruise and add additional services,” says Scot Pettit, Sr.
The company developed a virtual agent using Microsoft Copilot Studio that acts as a digital concierge on its website to support new and existing customers and travel advisors.
This is what led the company to Microsoft Copilot Studio and the development of a virtual “agent”—an advanced, natural language conversational experience that uses AI to support the guest’s digital journey.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
The public company page's Organization JSON-LD includes numberOfEmployees value 9064; that maps to Enterprise.
Related
Microsoft Sample Jan 13, 2026 Hertz Hertz needed to modernize hundreds of legacy processes—employee shift planning, roadside-assistance lookups across vehicle manuals on SharePoint, and payroll updates—to improve responsiveness for 26,000+ employees… 11,000+ rental locations in 160 countries Dataverse · Microsoft Copilot Studio · Microsoft Power Platform Microsoft Sample Nov 15, 2024 Air India Facing a rapidly growing passenger base and rising traveler expectations, Air India needed to modernize its customer experience without increasing operational costs. And it gives a beautiful answer that includes the name of the dog along with the policies." To date, AI.g has… Azure AI Search · Azure AI Services · Azure App Service Microsoft Sample Jul 4, 2024 World2Meet “Our goal was to find a way to help our team provide customized information to all our customers, in their language, and according to their needs. Based in Spain, W2M has been growing steadily for the last four years, and now consists of around 2,500 employees. Azure · Azure AI Studio · Azure OpenAI Service 