
Technology
Asia Pacific
Enterprise/Public Sector


"All in all, we’ve been very impressed partnering with Alibaba Cloud and, looking into the future, we hope to strengthen our cooperation and offer even better services to our customers globally."
Tony Chou, Vice President of China HP Co., Ltd. & General Manager of GCN Personal Systems
About HP China

Challenge


Why Alibaba Cloud

To that end, HP China started its strategic cooperation with Alibaba Cloud in 2019. It has conducted an open process of assessing potential partners to establish the next generation of HP virtual service hub. Owing to Alibaba Cloud's status as the leading public cloud service provider in Asia, along with its strong product capabilities in AI and a robust ecosystem, HP can offer better services to its customers throughout the region with this partnership. This has been especially useful in helping customers accelerate their digital transformation, especially given the pandemic situation.
Architecture

Leveraging Alibaba Cloud’s powerful AI engine, HP China optimized its service resource allocation. With Intelligent AI robots answering customer enquiries in a more automatic manner, its employees could spare their time on more sophisticated tasks. If a robot is unable to solve the problem immediately, it can escalate the problem to more suitable personnel to handle it. Ultimately, this greatly enhanced efficiency, saving more cost while improving the customer experience.


Looking Forward

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A dialogue platform that enables smart dialog (based on natural language processing) through a range of dialogue-enabling clients
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Snapshot
Alibaba Cloud offers HP China a comprehensive, end-to-end intelligent customer service solution to help it rapidly scale up while remaining cost-efficient.
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