HP Inc. Customer Support, APJ

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Name of Organization / Company: HP Inc. Customer Support, APJ
Category: J01 - J02 Award for Innovation in Customer Service > J01. Award for the Innovative Use of Technology in Customer Service > Computer Industries

Entry Title: Transforming Customer Experience using Artificial Intellegence


At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. Our mission is to engineer experiences that amaze.

According to the study, 47% customers use both digital and traditional channels to communicate and expect top-notch service. 72% of customers expect a response within an hour on social media whereas HP APJ social care recorded 20 hours’ average response time in 2015.

The way consumers communicate has changed dramatically over the past several years. It has been a massive transformation, with customers now thinking “digital-first”. APJ being a growth region, is likely to contribute one-third of HP’s revenue in future, so consistent support on Social Media is business critical.

To deliver the same experience through all channels, HP Social Customer Care Command Center collaborated with Marketing Division of Supply chain, HP IT and R&D teams to reinvent customer support which expanded the best in class service to Social Media from 2016.

Till date, we improved first response time by an hour and grew from 266K to 1.8M followers on Social Media support channel across APJ region with an 677% increment. Self-assist volume increased from 613K to 3.7M which is 604% increment. Web NPS increased by 207% within one year across the APJ region.

Our goal is to develop social media as an essential and integrated support channel within HP’s service delivery model, winning more customer fans, generating positive brand equity, while setting industry standards for world class social customer care.

With Command Center capability, we took a strong step forward in collaboration with various departments across HP, to execute the “Shift to Digital” strategy. The Command Center enables us to listen, understand and respond to our Customer needs real-time as they play out in the mainstream social networks across APJ. This Center greatly differentiates how we support our customers and improve their support experience.

We understand that customer service certainly isn’t what it used to be. The traditional methods of interaction have given way to new and improved ways of aiding our customers. From customers’ perspective it’s their time and money and it is generally expected, things be tailored to their preferences. Customer service in the form of self-service is preferred. The trend nowadays is unmistakable: customers want to help themselves and self-service provides that option.

Built with the Microsoft Dynamics 365 AI solution, HP’s virtual agent is designed to communicate conversationally giving customers a self-service option and faster fixes. When communicating with the virtual agent, a customer need not be a tech expert – or a great speller. If customers mistype words during a chat, the AI-powered virtual agent learns from those errors, understands them and replies appropriately.

If the virtual agent can’t resolve an issue, it automatically transfers the customer to a live HP support employee. Also passed along: all pertinent information on the customer’s HP device, details about the problem and the steps they’ve already tried to remedy it.

The tool enables the live agents to access, with one touch, every HP support database and retrieve the specific data they need.

HP Support Assistant, Sprocket App, Facebook messenger and Web are few of the platforms where this technology has been implemented and we plan to enhance more features and functionality, focused on Automation, in 2018. Similarly, we have developed self-service function on mobile messaging Apps like WeChat, LINE and KakaoTalk. They provide a new service revolution enabling customers to utilize smartphone chat with HP Virtual Agent 24x7 and self-service in the mobile messaging platform. It can be extended to other platforms to resolve technical issues without any assistance.

It’s helping us cover and resolve more issues. It’s an efficient way for customers to engage with self-service.