“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.”
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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