Lenovo Data Centres taps IBM blockchain tech to bolster customer service

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Lenovo Data Centres taps IBM blockchain tech to bolster customer service

Lenovo Data Centres has tapped long-time partner IBM to bolster its customer service agents and technicians through cognitive and blockchain-based solutions.

IBM’s blockchain tech aims to create a “more secure and transparent” environment for purchasing and distribution of critical hardware and software equipment.

IBM will also provide a client insight portal for data analytics and trend analysis, its Virtual Assistant for Technical Support solution, and augmented reality tech.

"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," Lenovo Data Centre Group vice president and general manager Laura Laltrello said.

"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."

In the announcement, IBM cited in-house research on customer service, which claimed that more than US$1 trillion is spent on 265 billion customer service calls each year industry-wide, with half going unresolved. IBM also claims that poor customer service is costing businesses more than US$75 billion a year.

"Data can have an unprecedented impact on the enterprise, and artificial intelligence can take customer service to a whole new level of personalisation," IBM general manager of technology support and services Vivek Mahajan said.

"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."

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