HP

HP partnered with Konrad to reimagine their global customer service delivery. The experience needed to match the brand’s digital presence to their legacy of innovation. To do so, we leveraged generative AI and omni-channel touch points to improve the effectiveness of HP’s digital channels and elevate customer experiences.

To develop an impactful customer experience, Konrad conducted extensive primary and secondary research, future-state analysis, and customer validation. We analyzed current processes, people, and technologies while identifying emerging opportunities in AI and data transformation. After this audit, we designed intuitive user experience prototypes and developed a new customer experience strategy for HP. These prototypes were then validated with HP and non-HP customers to deliver an actionable roadmap for the future.

We met HP’s customer experience strategy with InsightAI: a frontline customer support agent that seamlessly integrates with existing customer touchpoints to answer questions, troubleshoot issues, and schedule equipment repairs. By utilizing contextual-based inferencing, this model grasps critical nuances in customer queries, allowing it to move far beyond rigid, rule-based chatbots and engage in natural, fluid conversations with users.

Konrad + HP collaborated to transform a global customer experience strategy, resulting in a foundation of nine strategic principles and 60 defined omnichannel initiatives. AI is now at the forefront of their strategy, enabling self-serve capabilities, reduced call volumes, increased customer retention, satisfaction, and optimized buying journeys.