HP’s Virtual Assistant

HP Inc. is a technology company that believes one thoughtful idea has the power to change the world. Its product and service portfolio of personal systems, printers, and 3D printing solutions helps bring these ideas to life. With the help of Conversation Design Institute, HP was able to level up their conversational AI operation within 90 days.

HP's Virtual Assistant was launched in June 2017 through a Microsoft collaboration. During the COVID pandemic, it became crucial for managing reduced contact center capacity. Today, it has a response rate of 90% across multiple channels and languages, serving millions monthly.

HP was eager to work with Conversation Design Institute to improve their operations and identify new opportunities. We moved forward with a program including auditing, expert support, and workshops to upskill their team.

We started with reviewing the HP Virtual Assistant and looking more closely to the team’s capability. This led to a detailed program to take the HP team to the next level.

As a result of our review, we worked closely with HP to implement short-term improvements, including restructuring the training phrases for 100+ intents. We also engaged in a 2-month workshop program with the HP team focused on AI Training and Conversation Design best practices, as well as implementing the CDI Method as a structured way of working.

The aim of our approach was to both improve the team's skills and confidence as well as improve the performance of HP’s Virtual Assistant. By embedding CDI’s knowledge and expertise directly into the organization, we ensure long-term benefits with downstream effects, like higher automation rates, increased operational efficiency, and sustainable improvements in the performance of the team and the Virtual Assistant.