Case Study

HP Uses Artificial Intelligence To Transform Its Customers' Service And Experience

Source: Microsoft
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(Originally published July 2019)

HP gets more than 600 million contacts regarding technical support a year, and the company tries to make each of these experiences satisfying to the customer. To make its self-support and customer support center better, HP created a virtual agent using the Microsoft Dynamic 365 AI solution for customer service. Customers are now able to interact informally with the assistant to troubleshoot common issues, help the team use the Microsoft AI solution, with instant access to various kinds of information regarding problem solutions, and, also, have the company gain a better understanding of the most frequent problems customers face.

Many computer and peripheral owners have been frustrated trying to get technical support. Whether looking for online articles for finding the best resource or repeating all the steps with a representative through phone support or finding answers can be a long and frustrating experience.  

However, it doesn't have to be like that. 

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