Case Study: HP achieves smarter customer support with Microsoft Corporation's Dynamics 365 AI solution

HP uses artificial intelligence to transform its customer support experience

HP, a global manufacturer of PCs and printers, handles more than 600 million support contacts a year and needed to improve both self-service and contact center support for its wide range of products. To address this, HP turned to Microsoft Corporation and the Microsoft Dynamics 365 AI solution for customer service, aiming to help customers find answers faster and give support agents better access to troubleshooting information.

Microsoft Corporation helped HP deploy a virtual agent in HP Support Assistant that offers conversational troubleshooting and passes full context to live agents when needed. The solution streamlined support, reduced call handling and wait times, and expanded the share of issues resolved through digital tools from 15–20% to nearly 70–80%, while also giving HP deeper insight into customer issues and system performance.

HP

Joseph Thibodaux

Customer Support Agent