America's multinational tech firm IBM has signed a new deal with Chinese PC maker Lenovo to apply Blockchain in Lenovo's customer service, as per the press release on April 25. According to the new, multi-layer agreement, Lenovo will utilize IBM's tools to help Customer service agents and technicians inside the Data Center Group supporting Lenovo's ThinkSystem and ThinkAgile platforms.
Lenovo partnership with IBM dates back to 2005 when Lenovo has taken over IBM's PC Business. Then in 2014, Lenovo acquired IBM's x86 server business. In 2018, Lenovo has signed a $240 million deal with IBM to enhance the customer service experience with its PC Division.
IBM, a leading developer of blockchain patents after Alibaba, will apply blockchain technology in the customer service processes at Lenovo's Data Center Group. Particularly, Lenovo will use Blockchain Technology to track the supply chain of hardware and software used in the Data Centers.
Blockchain technology will be the main component which IBM will incorporate into Lenovo's Customer Systems along with Virtual Assistant for Technical Support, improved personalization tool, Client Insight Portal and augmented reality technology.
Lenovo's over 1900 field agents will be able to use augmented reality tools, which will help them to work in real time with customers and IBM professionals to recognize issues and find out solutions of the machines requiring repair.
Finally, Lenovo call center agents will also get support from IBM's virtual assistant for Technical Support, which takes help of natural language capabilities and contextual recognition to personalize customer conversations. It gets into customer history and preferences, product manuals, technical documentation, and any details which are available to the call center agents to assist with calls.
Laura Laltrello, GM of Lenovo's Data Center Group said that the main purpose to use this technology is to provide a personalized and seamless experience.
Before few days, Lenovo has released an article to explain how the firm is working with leading American software company Intel to develop solutions based on the Intel Select Solutions for Blockchain: Hyperledger Fabric. Lenovo stated that its blockchain solution will be dependent on the ThinkSystem data center infrastructure portfolio of server, storage, networking and software products.
Lately, IBM was awarded a patent for DLT-Supported Data Sharing and Validation.