Case Study: HP transforms customer support—boosting self‑service to nearly 80% and reducing call times with Microsoft Azure

HP uses artificial intelligence to transform its customer support experience

HP Inc., a leading global manufacturer of PCs and printers that handles more than 600 million technical support contacts a year, faced a complex support challenge: a vast product portfolio and 50,000 pages of product information made it hard for customers to self‑serve and for agents to resolve issues quickly, leading to long wait times and repeated explanations. HP needed a way to improve customer experience and drive loyalty by making support faster, more consistent, and easier to navigate.

HP deployed a virtual agent built on the Microsoft Dynamics 365 AI solution and integrated it into the HP Support Assistant on every PC. The conversational, multi‑turn assistant helps customers diagnose and solve common problems, hands off to live agents with full context when needed, and gives agents a single access point to troubleshooting resources and dashboards for business insights. The AI system reduced call handle times, raised digital issue resolution from about 15–20% to roughly 70–80%, and delivers ongoing improvements in service quality and product feedback.

HP

Gilbert Rossi

Global Head of Customer Support