Unlocking the value of Gen AI in customer support

Lenovo’s new AI-enriched, multi-lingual, omnichannel chat improves customer experience and enables faster and more accurate responses to support queries—while delivering a 15% productivity boost for contact-center staff.

“The LLM-based chatbot provides a huge boost to productivity. Even after the call, AI continues to improve the performance and quality of support received by our Premier Support customers.”

Sourav Ganguly

AP Premier Support Director, Lenovo

At-a-Glance

Customer: Lenovo’s Premier Support Call Center enabled by MS Copilot
Industry: Technology
Region: Asia Pacific,China,Europe,Latin America,Middle East and Africa,North America
Topic: Artificial Intelligence,Industry-specific Solutions

Lenovo unlocks the value of generative AI in customer support

Lenovo’s AI-enriched, omnichannel chatbot improves CX, enables faster and more accurate responses, and increases Premier Support contact-center productivity.

Features

· 24/7 support in 9 languages, with plan to expand to 44 languages.

· Automatic translation and post-call summarization save time and effort.

· Agents review and refine suggested chatbot responses.

· Built-in sentiment analysis enables customization of responses.

· Chatbot removes complexity from customer journey and simplifies agent training.

Results

10% Increase in customer satisfaction.
20% Decrease in average handle time.
15% Increase in agent productivity.
2^nd largest Global deployment of Copilot

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