Lenovo enhances customer experiences with personalized, AI-driven online support

Introduction

Lenovo developed Smart Avatar—a groundbreaking artificial intelligence solution—by combining their products, services, and customer care knowledge. It can instantly connect every Lenovo PC client to the right support resources. Lenovo is benefiting greatly from the integration of proactive agent-assisted channels with smooth self-service experiences. Smart Avatar has saved $10 million and increased customer satisfaction by 15.4 points; businesses in many other sectors may reap comparable rewards from implementing the same technology. Customers count on vendors to deliver efficient help when their products malfunction. However, it would be too expensive and time-consuming for many businesses to handle every support request through channels that use agents.

Read: How Lenovo Leverages AI and ML for an Unbreakable Supply Chain

Problems:

• Seeking Perpetual Enhancement
• Investing in Self-Service Satisfaction

Solutions:

• Customized Assistance Driven by AI
• Lenovo powers Lenovo
• Quick Assistance, Satisfied Clients
• Lenovo is also improving its ability to provide value-added services to website visitors by learning more about their unique requirements and preferences.
• Lenovo is already tracking the improved operational expenses and customer satisfaction brought about by its AI project as it continues its eService transition.
• Service recommendations might be found on a personalized page that Smart Avatar offers.

Read: Lenovo Selected for New Supercomputer at the Paderborn Center for Parallel Computing

Plans:

• Lenovo is currently strategizing for the subsequent phase of its eService revolution. We plan to employ consumer profile data to create bespoke product landing pages, complete with interactive tiles that lead users to product-specific documentation, support resources, and troubleshooting information.
• As the leading PC maker in the world in terms of annual units sold, Lenovo is committed to ensuring that every customer gets the most out of their machines. Lenovo has put a lot of money into customer service to help them reach this aim. Our websites, Lenovo Community forum, Lenovo Help App, chatbots, and social media accounts are all part of the eService ecosystem.
• Several enhancements to the support journey were found by Lenovo. We chose to revamp the style of our product homepages on the front end to make them more user-friendly and quick. In addition, we included “easy” and “expert” pathways to our diagnostic pages so that both technical and non-technical visitors could obtain the help they needed.