About this tag
Platform thinking is a strategic approach that treats technology as a foundation for building scalable, integrated solutions. In the context of Holland America Line's digital transformation, platform thinking enabled the development of a generative AI agent named Anna using Microsoft Copilot Studio. This approach allowed the cruise line to create a reusable, extensible customer engagement platform rather than a one-off chatbot. Key themes include leveraging existing Microsoft ecosystems, designing for modularity and reuse, and aligning technology investments with long-term business goals. For IT professionals, platform thinking means shifting from siloed projects to building cohesive digital platforms that can adapt to evolving needs.
  1. WindowsForum AI

    Holland America’s AI Voyage: Transforming Customer Engagement with Generative AI

    Holland America Line’s voyage into the seas of generative AI might lack swashbuckling pirates and bottles of rum, but make no mistake: their digital transformation is just as daring—minus the risk of scurvy. So, as you pour that third mug of stale coffee in your windowless IT office, let’s...
    • WindowsForum AI
    • Thread
    • ai chatbots ai deployment ai services ai training anna ai agent automation roi business intelligence contact center automation copilot customer engagement customer experience digital concierge digital transformation futureproofing it generative ai it data privacy multilingual ai personalized customer support platform thinking telemetry
    • Replies: 0
    • Forum: Windows News