News : Lenovo Taps IBM's Cognitive and Blockchain Tools to Improve Customer Service
HongKong, April, 2019 -- Lenovo is turning to its longstanding partnership with IBM to improve its customer service with blockchain and AI-powered tools. Under the new, multi-year agreement, Lenovo will use IBM's tools to assist customer service agents and technicians within the Data Center Group -- supporting Lenovo's ThinkSystem and ThinkAgile platforms.
Lenovo's relationship with IBM dates back to 2005, when the Chinese tech firm acquired IBM's PC business. In 2014, Lenovo purchased IBM's x86 server business. Last year, Lenovo signed a deal with IBM to improve the customer service experience within its PC division.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
The new agreement leverages blockchain to create a more secure and transparent environment for the purchasing and distribution of critical hardware and software equipment for Lenovo's data centers. Additionally, IBM will provide Lenovo with a Client Insight Portal for data analytics and trend analysis.
Lenovo's field agents will get access to augmented reality tools, which will help them work in real time with customers and IBM professionals to diagnose problems and find solutions for machines requiring repair.
Lastly, Lenovo call center agents will get support from IBM's Virtual Assistant for Technical Support, which uses natural language capabilities and contextual recognition to personalize customer conversations. It taps into customer history and preferences, product manuals, technical documentation, and any other information available to call center agents to assist with calls.
The overall goal, according to Laura Laltrello, GM of Lenovo's Data Center Group, is "to deliver a personalized and seamless experience."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Patronising Agents
More Editorial From Lenovo
Lenovo Group Ltd. is a Chinese multinational computer technology company with headquarters in Beijing, China, and Morrisville, North Carolina, United States.
With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
Published: Monday, April 29, 2019
ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i...
Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience w...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m...