Case Study: HP achieves AI-driven customer support transformation with Microsoft Power BI

HP uses artificial intelligence to transform its customers' service and experience

HP, a global manufacturer handling more than 600 million technical support contacts a year, needed to improve self-service and contact center efficiency across a vast product portfolio and 50,000 pages of product information. To modernize support, HP partnered with Microsoft Power BI and other Microsoft solutions—notably the Microsoft Dynamics 365 AI solution for customer service and Azure—to build a conversational virtual agent and centralize troubleshooting content.

Using Microsoft Dynamics 365 AI integrated with Power BI dashboards and HP Support Assistant, the vendor delivered a virtual agent that diagnoses problems, hands off context-rich cases to live agents, and gives agents one-touch access to troubleshooting data. The implementation cut customer effort and call handle times, and increased digital issue resolution from about 15–20% to roughly 70–80%, while Microsoft Power BI dashboards provided real-time insights that drive continuous improvement.

HP

Daniel Martinez

Director of Support Solutions