IBM, Lenovo sign deal for customer service blockchain

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Tech giant IBM has signed an agreement with Lenovo, a PC maker in China, to apply blockchain technology to its customer service platform.

According to the press release, IBM is looking to help Lenovo’s Data Center Group apply blockchain technology to support its customer services systems. IBM states that this partnership will help improve customer service operations, which are costly and inefficient.

Businesses spend about $1.3 trillion on over 265 billion service calls from customers each year. At least half of the services requested are never actualized. However, with this new system, IBM hopes to bring down the number and solve many problems in the industry.

The tech will oversee hardware and software supply chains in data centers. IBM also plans to add Virtual Assistant for Technical Support, a tool called Client Insight Portal with various personalizations, and augmented reality tech.

While speaking about the technology, Laura Laltrello, Vice President and General Manager, 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.”

IBM added that the Virtual Assistant for Technical Support is designed to acquire advice solution by asking customers questions related to service issues. In addition, the system will also have access to key client information.

The press release further explains that through the technology Lenovo customer will be able to connect to a virtual assistant created by IBM. This innovative tech will offer customer generated support system that has natural language capabilities and contextual recognition.

Vivek Mahajan, IBM General Manager of Technology Support and Services, stated:

“Data can have an unprecedented impact on the enterprise, and artificial intelligence can take customer service to a whole new level of personalization. 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.”