Case Study
AI-Powered Support Automation
Transforming Customer Service Through Machine Learning
Key Results
92%
AI Accuracy
Ticket classification accuracy (target: 85%)
<1 hour
Response Time
Average initial response through AI automation
67%
Automation Rate
Standard workflows automated
24 hours
Resolution Time
For replacement requests (50% faster than target)
4.2/5
CSAT Score
For tech-savvy developer audience
$200K+
Cost Savings
Annual savings from zero-phone-support model
Executive Summary
Led the design, integration, and optimization of an AI-powered customer support system for HP's Dev One product launch—a first-generation Linux-based PC targeting the developer community. Co-led development and testing of a generative AI model specifically tailored to customer service workflows, achieving industry-leading performance metrics while supporting $5M+ in revenue.
The Challenge
HP was launching the Dev One—a specialized Linux-based PC for developers. Traditional support models wouldn't work: developers prefer asynchronous communication, expect technical competence, and have low tolerance for scripted responses. We needed to create a support experience that matched developer workflows while handling unpredictable first-generation hardware issues.
My Approach
Designed AI-first support architecture with human-AI collaboration model
Built NLP intent recognition engine achieving 92% classification accuracy
Implemented generative AI auto-response system with personalized technical content
Created intelligent routing algorithm balancing workload, expertise, and customer history
Integrated warehouse systems for automated return/replacement processing
Key Achievements
Supported $5M+ product launch with <16% return rate (vs. 20-30% industry standard)
78% of tickets auto-responded within 60 minutes without human intervention
89% first-contact resolution rate for software issues through AI-assisted diagnosis
40% reduction in support FTE requirements through intelligent automation
Established AI support blueprint adopted for other HP product lines