Lenovo faucets IBM’s cognitive and blockchain equipment to improve customer service

Lenovo is turning to its longstanding partnership with IBM to improve its customer support with blockchain and AI-powered equipment. Under the new, multi-year agreement, Lenovo will use IBM’s tools to help customer service retailers and technicians in the Data Center Group — assisting Lenovo’s ThinkSystem and ThinkAgile platforms.
Lenovo’s courting with IBM dates again to 2005 when the Chinese tech company obtained IBM’s PC enterprise. In 2014, Lenovo bought IBM’s x86 server business. Last year, Lenovo signed a $240 million cope with IBM to improve the customer service revel in within its PC division.
The new agreement leverages blockchain to create an extra comfortable and obvious surroundings for the purchasing and distribution of critical hardware and software device for Lenovo’s records centers. Additionally, IBM will offer Lenovo with a Client Insight Portal for facts analytics and trend analysis.
Lenovo’s greater than 19,000 discipline sellers will get access to augmented reality tools, with a view to help them work in real time with clients and IBM specialists to diagnose troubles and discover solutions for machines requiring restore.
Lastly, Lenovo name middle agents get a guide from IBM’s Virtual Assistant for Technical Support, which makes use of herbal language talents and contextual recognition to customize customer conversations. It taps into client records and possibilities, product manuals, technical documentation, and every other fact available to name middle retailers to assist with calls.
The ordinary intention, in step with Laura Laltrello, GM of Lenovo’s Data Center Group, is “to deliver a personalized and seamless revel in.”
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Research from companies like Zendesk display that younger generations specifically are looking for more personalized customer support experiences and are generally positive about the benefits AI can deliver to this region. According to Salesforce data, use of AI via customer service groups is projected to increase by means of 143 percent over the subsequent 18 months.