Revolutionizing Support: Lenovo’s AI-Powered Personalized Solution
Are you tired of spending hours trying to navigate through support websites to find the help you need? Lenovo has revolutionized the support journey with their AI-powered personalized support solution, Smart Avatar.
Lenovo recognized the need to enhance the support experience for their customers, starting with updating the look and feel of their product homepages to make them faster and more user-friendly. They also added easy and expert pathways on their diagnostic pages to cater to users of all technical levels.
But Lenovo didn’t stop there. They wanted to take personalization to the next level by creating a 360-degree view of each customer’s needs, including their devices, service histories, and warranty statuses. This led to the development of an AI-powered personalization engine that assigns each customer a digital persona based on their characteristics.
Sunil Kumar, Head of Data Science and Analytics at Lenovo, explains, “We knew that AI had the potential to transform the self-service support experience. So, we decided to leverage Lenovo’s in-house expertise to develop a solution.”
The result? Smart Avatar, a solution that detects patterns of browsing behavior to provide highly personalized assistance to customers in real-time. Whether a customer is struggling to find what they need or simply needs help with their device serial number, Smart Avatar streamlines the support journey for a seamless experience.
Figen Tek-Puentes, Senior Manager at Lenovo, shares, “Smart Avatar allows us to interpret online customer behavior and proactively reach out with customized assistance. We began with a pilot project in North America, and the results were so positive that we rolled out the solution globally within months. Today, Smart Avatar is helping customers worldwide access Lenovo’s excellent service support resources faster than ever before.”
With Lenovo’s AI-powered personalized support solution, gone are the days of endless searching for answers. Experience a streamlined support journey with Smart Avatar and get the help you need, when you need it.
