IBM announced this week that it will now support the customer service experience of Lenovo’s Data Center Group with its field service solutions in over 200 countries. These solutions will include the use of blockchain and cognitive technology, according to its press release.

IBM’s own research estimates that over USD 1 trillion has been spent on 265 billion calls related to customer service annually. Half of those calls actually go unresolved, with poor customer service costing enterprise over USD 75 billion a year, up over 20% since 2016.

This new collaboration with Lenovo aims to tackle this issue head on. When customers connect with Lenovo agents, IBM’s Virtual Assistant for Technical Support will use natural language capabilities and contextual recognition to personalize the conversation. It will ask targeted questions about service issues and generate advice, all this while accessing critical customer information, ensuring quick and proactive customer support. VP and GM of Lenovo Data Center Group Laura Laltrello said:

“The enterprise today is equipped with a host of new technology solutions built to offer customers unprecedented support and deliver a world-class customer experience. We are looking forward to working with IBM to take the next step with our customers to deliver a personalized and seamless experience that ensures we continue to deliver industry leading customer satisfaction in data center support.”

Blockchain technology will also ensure the environment is more secure and transparent, and will be used to monitor when users buy and distribute critical hardware and software equipment. Through the use of augmented reality, over 19,000 field agents can also help users and technicians share real-time video of machines for repair, helping with diagnosis and solutions.


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