 Okay, we're back. This is Dave Vellante. We're live in Irvine, California, HP's services transformation event. We're here with theCUBE, siliconangle.com and servicesangle.com's first event around services. This is live theCUBE where we bring you all the smart guests, great information. We share it with our community. Thanks for watching. We are here to talk about new ways in which IT professionals want to interact with their support provider. You know, it used to be you'd pick up a phone, you'd call an 800 number, that's changing. The world is using social media, chat, forum, email, text, a lot of different touch points which increases the complexity from a service provider standpoint, but it dramatically changes the user experience. And we're here with Tommaso Esmenek, who is the director of automation strategies for the support line of business for HP. Tommaso, welcome to theCUBE. Thank you so much. Thank you for having me here. Yeah, good to see you. So, you heard my introduction here. People want to interact in a different way. And I want to hear more about, we've heard Gen 8, we were at the Project Voyager announcement, we've heard about proactive care. I understand you have a demo, you want to talk about that a little bit, but how real is this? I mean, could customers actually do this today? So what was happening before? We had different pieces set apart. With products and services coming together, building new services with the announcements of their proactive care, data center care, we are basically bringing it all together in one single experience for the customers, the partners, and our HP employees. So what I would like to turn is to show you the demo and I'll explain how the different use cases and the experience of the customer, how everything is changing. So what you need to imagine in this scenario, that we have a customer site that has a lightning storm. When there is a lightning storm, automatically this system will generate the error and the error will, first of all, be notified to the customer online through his mobile device. From the mobile device, he can also follow up through HP Support Center where the entire experience of HP is basically one stop shop across products and across services. When the customer logs on to HP Support Center. So this is the login screen, right? Yes. That we're seeing here. Yes. This is the login screen. And automatically, the new tab called Incitonline MyIT environment is available for all the systems that are monitored by HP. When the customer clicks on logon, Incitonline becomes activated. One of the things I want to draw your attention, and it's rendering a little bit slower online, the we change the experience from being what I say, a hyperlink website with tons of links everywhere. Where do I go? And then when I go, I leave. I go there to find something and the next thing I know, I'm somewhere else. Correct. Like Wikipedia. Yeah, indeed. What we are doing is we're transforming to an application-based website where you have an easy to navigate dashboard through, for example, traffic lights, colors, highly integrated together. So you don't have to log in again to find out what is in the next tool. But all the experience is highly interactive. So in some way, you're predicting where I want to go as a user and you're providing a guidance system. A guidance system. That's correct. And each one of the elements brings you together to the element before, in case you think, oh, yeah, I took the wrong road. Or I didn't want to go there. Okay. So very easy to just go right back. Yes. Fast. I'm not watching a spinning logo. Yes, that's correct. Speed and performance. No run-fresh. Yeah. Okay. So let me show you. For example, we have a section to track the events. You can sort them, search them by event, by product. You can go into a problem description. And one of the things that really happens, you can hover over the information without having to click and down click. You get the information so access without having to navigate the entire website. So it's a, it's a, it's a, it's not a pop-up, but it's some kind of. It's called a hovering. It's a hovering. Yes. And so what, but hovering brings certain information up very quickly. Yes. Correct. Okay. So the other thing that we have done, so we saw before the event being generated. What we have linked together is the customer's events and situation going on into the environment with our case management capabilities, which means it's highly integrated. Automatically call is open into the HP workflow. HP takes actions on that. For example, it would open a case. It would order a part without anybody touching the case. And without anybody having to call a phone and say, I have a problem with my power supply, for example, because of the event we were looking for. The other thing that happens, we have integrated also with video and help guides to help the customer through the experience. And for example, in this case, if he has to go and replace a video. And it is here, it will play later a video with the replacement of a part. So this is a how-to video. It's a how-to video that is like from the HP library. But the important thing is integrated with the error that was generated. All right, so I don't have to search for it, click on it, see which one is which. It's contextually knowledge, that's contextual knowledge of the error problem. The experience that we are designing is personalized, contextual and relevant. So it's not anymore just a standard navigation. Other elements that we bring into the new experience is the ability to review what is the hardware that we are basically looking at or see the entire environment. You can see the configuration of the environment and how it's actually set up, how many hard disks have been used, what is the performance of those devices. And last but not least, one of the things we hear customers and part of tell us, I have thousands of devices. I don't know what is the status of the warranty and the contract and the obligation with HP. And what we have created an automatic link and connection between the devices that are remotely monitored with our entitlement system. So when the customer clicks on a warranty and contracts, he can automatically see the status of the warranty contract. But even more, what we recognize that customers don't remember the serial number, don't remember their HP contract ID. They may have a different description for themselves. Server in Palo Alto number one, location, Roseville or Los Angeles data center. So why we give the opportunity to the customer to rename and put a more nickname, familiar name to them, to that contract, the warranty or the care pack to make it easier to navigate the entire experience. That's okay. So then that gives you line of sight on their parlance. And then you can communicate in their terms, not your terms, which is a serial number and nobody, you have to go look it up or look in the box or whatever it is. I always hate that when somebody says, okay, what's your serial number? I don't know. It's upside down. Definitely. You have to do a handstand to find it. Definitely. So they put this entire experience. Well, in this release, we have a web-based capability. They can run on basically any of the standard browsers that we have today. It runs also of iPad, Touchpad or Android device. We also have developed, and I hope we can see it correctly here, a mobile application for internet. A little higher. A little higher. It's good. It's down low, sir. Okay. Perfect. So we have created a mobile application called HP Supercenter. It was actually deployed in July this year. And it is the first mobile application really built for support. And this is the first mobile application in the industry. The customer can manage a list of products and he can add an infinite list of products. He can find out directly from the application the obligation if it's warranty contract and what type of contract it is. He can search knowledge and go through documents and save these documents for future references. And he can see all the type of, we have here as an example, three part products, the L380, I have a pavilion, elite notebook, so the entire HP product line is in one stop shop location. Without having the customer to navigate multiple websites or multiple applications for finding the solution. So how would it work in the old world? You're saying they'd have to go to different product portals? They, they, different contracts? Yeah, I give you the example of some of our competitors. You may have a competitor that has, gives you only the servers. Another one that gives you the dextops. What we have with HP is an integrated solution where we can really service the entire environment. And because we are one company, we are able to give you one stop shop experience where you don't have to navigate the entire, you know, support nightmare. So for example, with proactive care, I believe you support not only HP hardware and software, but also certain ISVs, Microsoft, Linux, which presumably would Red Hat, and VMware, I think. Yes, we do. Would that be part of this portal as well? Yes. All everything that we are able to support through proactive care, and we promise to our customer, will be part of our connectivity. And I get, so I get access to this as a proactive care customer, or what do I have to do together? The portal itself is available for free. The Insight Online, you need to have what we call Insight Remote Support, or a Gen8 Capability, Gen8 Box. And through there, you're able to utilize the portal and all its features. Of course, when the warranty is expired, or you don't have that contract is expired, only some functionality will be available to the user. Okay, so Gen8 is a native? Yes. Capability. Yes, it is. And if I don't have Gen8, then you collect the data in another fashion, through agents? Well, we use a capability called Insight Remote Support, that functions as an aggregator of information through an agent in the customer's environment. And that is the gateway into the HP backend to start populating Insight Online. Okay, so now, so either way, whether it's embedded in Gen8 or not, I can get a full picture as long as I'm an Insight. Yes, yes, that's correct. Okay, good. The last piece that I just want to draw your attention is, we also have a Michel talked about, about chat, dynamic chat, I won't show it for, but our capability can run on a any mobile device. So I imagine a customer that has a question probably outside his is working through a problem or finding a solution, and he wants to talk to an HP engineer. He can do it moving with the chat, wherever he has to go in the data center and see what is going on, without having to be on his desk and talk to HP. So that we have an integrated chat capability that runs live on any internet mobile device. So let me ask you a question. So you're obviously seeing more customers interact through chat, correct? Yes, correct. A lot of people don't want to pick up the phone. I know when I'm interacting in chat with, I won't name a name, some kind of consumer provider, consumer service provider. I know on the other end that that person, because they're trying to drive their cost down, is chatting with three or four other people simultaneously. Do you do the same? I mean, you have people that are capable of chatting with multiple people, or do you not allow that? Or how do you handle it? So definitely the chat drives that behavior. What we have with some strict standards on responsiveness of the HP specialist. So we have a far less number of things that would happen. So our response time is far higher than what the industry has. Great, and can you give us a sense as to what percent of the interactions are chat? Is it single digit? Is it growing much larger than? No, the chat volume against phone has been increasing about 20 to 30% every year. And it's in double digit compared to the entire volume of double digits. Double digits? Yes, it's really big. And the other thing is we do it worldwide. So English, I mean, Italian, German, French, Chinese, Japanese, so we really cover all of the same language that we cover on the phone. We cover them in the chat experience. Okay, and that's interesting. So you localize the chat experience, and you localize that locally or you localize that globally? In other words, do you have to, what are you finding when you actually deploy? Can you have a support center in the United States, for example, supporting chat in South America or vice versa? So let me. Where do you go, local, local, local? So we have, it's part of our Global Support Center strategy, and we have kind of a mixed model. In some cases we do have a offshore, near shore, or local center for supporting the languages. In other cases, because of the scale and the support and the need of the market, we would have a local center specifically working on the language. For example, Italian is in Italy. Great, good, good, good. So okay, anything else you wanna show us on the portal? No, we think we're fine. Okay, so obviously we've seen the support interaction, the support tools change, really phone. Call us, that's it, one channel to all these multiple channels. When you begin to initiate these multiple channels, you start to collect more data on customers. What do you do with all that data? There is, that data is really the big value that it brings to HP and to the customers. There are two things, one is the value to the customer because we are more proactive in resolving his problems and being there on time for him. The second thing is it enriches our ability to build better products. So what we have defined working with our product divisions is a process to have that data pass on and understand how the products are performing and then generate and design products that meet the customer needs. Okay, so where are you at in terms of planning that data? We are in very good state. We have, we collect tons of terabyte already today and that data has been feeding not only the support processes but also the product divisions and some of the latest products are definitely showing that. Truckloads of terabytes. There's more data about the data than there is data, isn't there? Yes, it is. Excellent, where are you from by the way? I'm from Fresno. You're from Fresno. Okay, that's good, Touche. Well, Tommaso, thank you very much for coming inside theCUBE, sharing that demo. Love to have you back on, hear more about the progress and really good to see these transformations taking place in real time. This is available today, by the way, right? Yeah, the mobile application is available today to download from any app store from Android, iPhone, and the webOS. And the HP support center. Okay. And my team environment is deploying in 15 days in with a Gen 8 launch, product launch. Great, congratulations. So you wish you best of luck with this and thanks very much for coming on theCUBE. Thank you so much, thank you for having me here.