Customer Service Automation
Lenovo needed to handle customer support at very large scale across its global device support operation, where routine issues created cost and complexity and human-led resolutions costing $30 to $50 could delay simple fixes, consume expert capacity, and add unnecessary work.
Reported impact
Lenovo's connected AI agents shifted support earlier in the journey, resolving more issues before escalation, reducing human-assisted support demand, accelerating repair and issue resolution, improving customer satisfaction, and lowering support costs.
Lenovo used its own global support organization as a live deployment for a connected multi-agent AI support model. It first unified support knowledge and device-context data in a knowledge management platform so agents could work from trusted, relevant context rather than isolated scripts. Lenovo Machines Fix Machines Agent monitors device health, detects emerging issues, and resolves eligible problems proactively before human intervention is needed. When an incident requires repair, Lenovo Smart Repair Agent processes the request, diagnoses the issue, creates tickets, generates work orders, and dispatches them to field-service teams. For customer conversations, Lenovo Intelligent Voice Agent gathers issue details, answers questions, and troubleshoots through natural-sounding voice interactions, then transfers the customer and case context to the right specialist when escalation is needed. Lenovo complemented the agents with redesigned workflows, human oversight, and privacy, data-governance, and supplier controls for operation across global markets.
Device-context data and support knowledge are brought into a unified knowledge management platform. Lenovo Machines Fix Machines Agent uses that context to detect and resolve issues proactively; if repair is needed, Lenovo Smart Repair Agent diagnoses the case and pushes tickets and work orders to field-service teams; if conversation is still required, Lenovo Intelligent Voice Agent interacts with the customer and passes the case context to a human specialist for escalation.
"Customer issues are resolved 25% faster, while customer satisfaction has improved by 10% and support costs have fallen by 10%."
"Half of repair orders are now completely touchless, contributing to a more than 90% reduction in time to repair."
"Lenovo Intelligent Voice Agent collects information, answers questions and troubleshoots through natural-sounding voice interaction."
"Lenovo Machines Fix Machines Agent monitors device health, identifies emerging issues and automatically resolves them wherever possible."
"Lenovo Smart Repair Agent processes the request, diagnoses the issue and can automatically create tickets, generate work orders and dispatch them to field-service teams."
"Lenovo first brought together support knowledge and device-context data through a unified knowledge management platform."
"The company handles more than 500 million support tickets each year through a global operation spanning more than 75 contact centers, 23,000 technicians and 180 markets."
"The connected agents now support more than 98% of incoming requests and have contributed to a 75% reduction in human-assisted support volume."
"Today, it addresses 23% of potential support issues before human intervention is required—often before customers realize anything is wrong."
"With a typical human-led resolution costing $30 to $50, applying the same model to simple, commonly encountered issues can delay resolution, consume expert capacity and create unnecessary work for employees."
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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