1 week Ago
Lenovo has introduced an AI-driven, multi-language, omnichannel chat solution to transform customer support operations. By leveraging the new Large Language Model (LLM) technology, this initiative enhances support efficiency, productivity, response time, and customer satisfaction to the highest extent. With the emergence of AI-driven automation, Lenovo has optimized its contact centre operations, which have optimized agent productivity by 15% and reduced average handle time by 20%.
Customer support teams face several challenges in delivering seamless experiences: 1. Counterproductive Response Times: Customers become frustrated with quick response times when they need assistance. 2.
Multilingual Problems: Being multilingual is costly and time-consuming to achieve. 3. Agent Productivity & Workload: Contact-centre representatives spend too much time on redundant tasks instead of meaningful customer interactions.
4. Usage & Data Protection: Data protection while designing customer support using AI is the biggest challenge. Recognizing the need for a scalable and intelligent support system, Lenovo set out to build an AI-driven contact centre solution.
To address these challenges, Lenovo implemented an AI-powered omnichannel chat leveraging Copilot for Dynamics 365 . This innovative solution includes: 1. Automated Translation & AI Responses: Customers interact in one of nine languages, with AI automatically translating queries and responses.
2. AI-Assisted Agent Support: AI suggests responses, which agents can review and refine, improving overall accuracy. 3.
Sentiment Analysis & Personalization: AI analyses customer sentiment to tailor responses and improve service quality. 4. Security & Compliance Measures: Copilot enforces role-based access control (RBAC) and integrates rigorous security protocols to protect sensitive customer data.
Lenovo’s AI-powered omnichannel chat enhances customer interactions through four key pillars: 1. Security: Ensures data privacy with strict cybersecurity policies and role-based access control. 2.
People: Empowers agents with AI tools, reducing manual workload and enhancing efficiency. 3. Technology: Utilizes LLM-based AI to generate accurate responses, automate post-call tasks, and optimize agent workflows.
4. Processes: Implements AI-powered call summarization and quality management to track performance and ensure superior service. By integrating AI-powered solutions, Lenovo tackled key support challenges: 1.
Reducing Average Handle Time: AI-assisted automation decreased response time by 20%, ensuring faster support resolution. 2. Boosting Productivity: Contact-centre agents experienced a 15% improvement in efficiency, allowing them to focus on high-value tasks.
3. Enhancing Customer Satisfaction: AI-driven support improved resolution accuracy, leading to a 10% increase in customer satisfaction. 4.
Scalability Across Languages: The AI-driven translation feature enabled seamless multilingual support, breaking down language barriers. Lenovo’s AI-powered omnichannel chat has delivered measurable improvements: 1. 95% Customer Satisfaction Rate: Faster and more accurate responses enhanced customer experience.
2. 20% Reduction in Handle Time: AI automation streamlined processes, allowing agents to focus on complex queries. 3.
15% Increase in Productivity: Automated AI assistance enabled agents to handle a higher volume of customer interactions efficiently. 4. Second-Largest Copilot User: Within just 45 days, Lenovo became the second-largest user of Copilot for Dynamics 365 after Microsoft.
Lenovo’s AI-powered omnichannel chat exemplifies how enterprises can harness AI to revolutionize customer support. By integrating AI-driven automation, multilingual support, and real-time sentiment analysis, Lenovo has set a new benchmark for AI-enhanced customer experiences. As the company continues refining its AI solutions , it stands as a leader in delivering smarter, more efficient customer support.
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