Case Study: HP Inc. achieves an AI-driven customer support transformation and nearly 80% self-service resolution with Microsoft Dynamics 365

HP uses artificial intelligence to transform its customer support experience

HP Inc., a global leader in PCs and printers that handles more than 600 million technical support contacts annually, faced the challenge of delivering fast, consistent help across a wide range of products and 50,000 pages of product information. Customers often struggled to find solutions or had to repeat troubleshooting steps to agents, creating long handle times and uneven support experiences.

HP deployed the Microsoft Dynamics 365 AI virtual agent—embedded in the HP Support Assistant and contact-center tools—to provide conversational, multi-turn self-service and to surface diagnostic context for live agents. The AI-powered solution gives agents a single touchpoint for troubleshooting data, real-time dashboards for business insights, and a seamless handoff to humans when needed, driving digital resolution rates from about 15–20% to roughly 70–80% while reducing wait and handle times and improving overall customer experience.

HP Inc.

Gilbert Rossi

Global Head of Customer Support