IBM has announced that it will support Lenovo’s Data Center Group with Cognitive and Blockchain-powered field service solutions in over 200 countries, extending a multi-year agreement shared by the two companies since 2005.
This collaboration is intended to take customer care to the next level. When a customer connects with an agent for Lenovo’s server, storage, or networking services, IBM’s Virtual Assistant for Technical Support uses its natural language capabilities and contextual recognition to personalize the conversation. It is designed to ask targeted questions about service issues and obtain solution advice. It will also access key customer information, aligning to Lenovo’s focus on driving a fast, effortless, and proactive customer support experience.
These IBM services are designed to integrate the global coverage and capacity of IBM’s Customer Engagement Centers’ field service solutions, and parts and logistics services around the world, with the help of Blockchain technologies, a virtual assistant to augment tech support, analytics/trend analysis, and real-time shared videos.
“Data can have an unprecedented impact on the enterprise, and artificial intelligence can take customer service to a whole new level of personalization,” said IBM General Manager of Technology Support and Services, Vivek Mahajan. “This global collaboration with Lenovo further strengthens our long-standing relationship and will help to empower technicians in every corner of the globe to help deliver service excellence using the power of Blockchain and Cognitive Computing.”
IBM Technology Support Services receives more than 50 million service requests per year in over 200 countries worldwide, and provides support for over 30,000 IBM and non-IBM products.
Over the years, a host of new technologies have been developed to deliver higher quality support in the most cost-effective ways. This initiative expands the capabilities of IBM and Lenovo to deliver on that promise.