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Lenovo Powers Lenovo – GenAI assistants and chatbots in Lenovo e-services

Boosting customer satisfaction with generative AI

Lenovo’s AI solution helps human experts improve the speed, accuracy and quality of interactions with customers on global support forums. The technology also enhances two existing customer-facing chatbots, enabling them to offer more human-like interactions and help with a wider range of support issues.

“Within a year, we expect that we will be able to manage many more customer interactions via the Lenovo Forum, delivering 50% greater efficiency. For service agents, this means they will spend more time adding value to customer relationships and our customers will enjoy faster, more responsive forum support around-the-clock.”

Peter Buco

EMEA eService Delivery Lead / Services Operations Sr Professional, Lenovo

At-a-Glance

Customer: Lenovo Powers Lenovo – GenAI assistants and chatbots in Lenovo e-services
Industry: Technology
Region: Asia Pacific,Australia and New Zealand,China,Europe,Latin America,Middle East and Africa,North America
Topic: Artificial Intelligence,IT Transformation ,Workforce Transformation

Lenovo takes customer satisfaction to new heights with generative AI

Lenovo’s GenAI assistant helps e-services agents work more productively and solve customers’ technical issues accurately and efficiently.

Features

· Automatic translation for 9 languages

· Instant image-to-text summaries and translations of uploaded customer images

· Relevant and accurate auto-generated responses boost customer satisfaction

· Focused and vetted training data eliminates the risk of inappropriate responses

· Versatile GenAI inferencing supports more natural chatbot interactions

Results

25,000 Answers compiled and published using AI.
82% Accuracy achieved for GenAI forum responses.
50% Improvement in customer support efficiency.
17% Improvement in overall Lenovo Forum user satisfaction.
>80% Average top-three-box score for GenAI forum responses.

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