HP Inc. handles more than 600 million technical support contacts each year, and the company strives to make every single one a satisfying experience for the customer.
To improve both self-service and contact center support delivery, HP built a virtual agent using the Microsoft Dynamics 365 AI solution for customer service. Customers can now interact conversationally with the assistant to solve common problems, support staff use the Microsoft AI solution for instant access to a wealth of troubleshooting information, and the company gains deeper insights into common customer issues.
This video explains what they did and how they are providing a satisfying experience for their customers.
Video: HP uses artificial intelligence to transform its customer support experience
HP Inc. is the one of the largest global manufacturers of PCs and printers, and its customer support contact centers handle more than 600 million contacts per year. Each contact offers an opportunity to influence a customer’s future with the brand. “Customer service is a big driver of loyalty,” says Daniel Martinez, Director of Support Solutions for HP Inc. “If we’re able to provide a good customer experience, that will drive more continued business for HP.”
With the system dashboard, we can look in one place to understand more about direct customer feedback, see key metrics around how the system is performing, and whether or not it’s resolving customer problems. - LaChelle Porter-Ainer: Head of Digital Support and Contact Centers, HP Inc.