Lenovo and IBM Services signed the agreement for implementation of artificial intelligence technologies in call centers of Lenovo

On October 25, 2018 the Lenovo company together with IBM announced the conclusion of the partnership agreement for quality improvement and efficiency of the centers of technical support of Lenovo. Within the agreement of IBM Services will deliver solutions for call centers and service specialists who will increase service quality of customers of Lenovo in the markets of North and Latin America and in EMEA countries.

The long-term agreement estimated at 240 million dollars became the next stage of effective cooperation of IBM and Lenovo.

Customers fairly expect higher level of service maintenance, than earlier. Mutually integrated and effective services available on one click in mode 24х7 are necessary for them. According to results of the research conducted by IBM, all call centers of the world annually receive more than 265 billion incoming calls and spend for this more than 1 trillion dollars. At the same time 50% of addresses of customers to a support service are left without solution.

The information overload becomes a big problem for service specialists. Operators of technical support should process large volumes of information, including technical documentation according to the released versions of products, the updated user guides, characteristics of the equipment and software, the history of addresses of customers and other information. The purpose of any call center — to solve problems of users quicker, to provide exact answers, to increase service quality, reducing at the same time costs.

When the customer unites to the operator of technical support of the PC and monitors of Lenovo of a line Think, the operator instantly learns not only who exactly calls, but also a problem on which the user addresses in support. The solution Watson Agent Assist of IBM is used by an algorithm of recognition of the natural speech and a context and concretizes a conversation, asking the correct questions of the arisen problems for selection of recommendations about their solution, at the same time collecting key information on the customer.

The solution developed by IBM reduces costs of Lenovo for service maintenance, at the same time increasing profitability, using for this purpose possibilities of the Centers of Customer interaction of IBM (IBM Customer Engagement Centers) located worldwide and also cognitive solutions among which:

• The assistant operator of Watson Agent Assist who collects and analyzes the history of interaction and preference of customers, the guides to products, technical documentation and any content connected with a product, including lists of frequently asked questions, posts at profile forums and on social networks, providing all this information on the first demand of the call center operator.
• Technologies of the notification on weather conditions of IBM Weather Alerting, in real time warn operators of call centers and technical specialists about weather conditions at the next 72 o'clock, and, based on data of geopositioning, predict time, necessary to reach the customer, and adjusts the diagram of departures for service.
• The augmented reality allowing more than 19 thousand to service specialists to provide continuous service worldwide. This technology gives to customers an opportunity to broadcast a video in real time of that equipment which requires repair that experts of IBM could draw virtually directly over video, explaining the steps necessary for solution.