When a customer experiences an issue with a product, they expect the vendor to provide fast and effective support. But for many enterprises, fulfilling every support request via agent-assisted channels would be prohibitively costly and time-consuming.
By leveraging our own products, services and customer support expertise, Lenovo created Smart Avatar—a first-of-its-kind AI solution that can automatically direct each Lenovo PC customer to the appropriate support resources in real time.
The combination of seamless self-service experiences and responsive agent-assisted channels is bringing big benefits to Lenovo. Smart Avatar has already delivered $10 million in cost-avoidance and a 15.4-point increase in customer satisfaction—and the solution could deliver similar benefits for companies across a wide range of industries.