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“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.”
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.
- 2nd largest Global deployment of Copilot
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