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“When customers want to find information about repairs and servicing, or to purchase additional services such as extended warranties, 98% of them come to our self-service channels. Every year, over 200 million customers engage with these services—so it’s crucial for us to offer the best possible experience for every visitor.”
At-a-Glance
- Customer: Lenovo Powers 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,Customer Relationship Management,Industry-specific Solutions
Lenovo delights customers with personalized, AI-driven online support
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.
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