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Case Study

AI-driven e-services resolve customer issues fast

AI-driven e-services resolve customer issues fast

AI-driven e-services resolve customer issues fast

Lenovo
Pages 1 Pages

Lenovo and Motorola enhanced customer support by developing the Lenovo Forum Assistant, a generative AI-powered solution built on the GPT-4 large language model. Seeking to resolve customer issues more quickly and improve service quality, the companies used AI to provide relevant, accurate, and detailed responses to technical inquiries. The assistant helps e-services agents handle a larger volume of customer interactions while improving response quality and efficiency. Since implementation, the solution has compiled and published more than 25,000 AI-generated answers, achieved 98% response accuracy, and delivered a 50% improvement in customer support efficiency. User satisfaction on the Lenovo Forum increased by 17%, while AI-generated responses earned an average top-three-box satisfaction

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