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Lenovo Digital Service Transformation Dai Wei GM, Lenovo China Services Executive Director , Lenovo Global Services 14 th September, 2017

Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

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Page 1: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Lenovo Digital Service Transformation

Dai Wei GM, Lenovo China Services Executive Director , Lenovo Global Services 14th September, 2017

Page 2: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Channel migration for

cost reduction

Broadening

channel access

Focused on resolving user

issues 'in-channel‘

Providing assisted support for

integrated digital channels

Replacing

face to face

Providing improved

customer access

Part of a

multiple channel

experience

Supporting other channels

-not always first choice

Digital analytics

Automated contact technology

CX Transformation

1990s

Call 2010s

Multichannel 2016-2020s

Personalization

& Proactive CX

Contact 2000s

Omnichannel 2016-2018

Telephone-primed CX Digital-primed CX

Page 3: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Traditional Services Modern Services Future Services

Customer Initiated Services

Human Interaction with Off-line Channels

High Labor Cost Low Cost Efficiency

Service Model Transformation

Proactive Customer Engagement

Self-Service via Multiple Channels On-line /Off-line

Value added service High Cost Efficiency

Personalized and Experiential Services

Smart Services On-line & Off-line Integration

Service business High Profit Efficiency

Page 4: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Customer Experience Journey

Purchase

Recommend

Scene Marketing Experiential Marketing Consultancy Service

Customer Loyalty Market Influence Brand Promotion

Maintain

Use

24/7 Online Support Proactive Detection

Personalized Upgrade

Offline to Online Self Service

Community Sharing

Off-Line On-Line Customer

Page 5: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Customer Engagement App/Tool Social Media IM

Engineer

Lenovo Smart Service Structure

Hotline Service Off-Line Service Service

Channels

BI & Dashboard Artificial Intelligence User Interface

Knowledge Graph Cloud Based Architecture Big Data Analytic

Customer Journey

Machine Learning

FAQ Lenovo PC

Manager

Smart Assistant

Device Help/APP

Call Center

Backend Support

LSMA

Purchase Use Maintain Recommend

Retail

Service Provider

L1 Agent

Trouble

shooting

Knowledge

Base AI Chatbot

IVR

L2 Agent

Smart

Driver

Gamified Tool IM Support Diagnostic &Tool

Customer Behavior

Service Delivery

Digital Platform

Page 6: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Big Data

Artificial Intelligence

IM &

Social media Customer Interface

Cost & Communication Efficiency

Personalization & Proactive

Key Success Factor of Customer Engagement

Page 7: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

IM &

Social Media

2010 2011 2012 2013 2014 2015 2016

400m

800m

1200m

1600m

2000m

0

Monthly active users of the selected social networks and messaging services

Facebook WhatsApp Wechat Instagram Twitter

Page 8: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Lenovo Service on IM (Pre-sell + After Sell)

Lenovo

Lenovo Lenovo

To make it easier, you can follow this video to reset your device. Please make sure there are no password locks on your PC.

How to factory reset my ThinkPad X1?

Hello!

Thank you for this.

Smart Assistant < ×

THINKPAD IDEAPAD YOGA Others

THINKPAD X THINKPAD T THINKPAD P

Smart Assistant

THINKPAD YOGA THINKPAD E THINKPAD L

Page 9: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Lenovo Global Social Listening Overview

Lenovo SRM

Capture

Big Data

Sprinkler

Social Listening

Global Customer

VOC

Lenovo Properties

Non-Lenovo Properties

Engagement

Page 10: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Lenovo Services Command Centre-Beijing

Page 11: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Artificial Intelligence Messaging platforms

Skype WhatsApp Messenger Allo Telegram Line WeChat

Cloud Platform Watson Conversation

Alexa Voice Service

LUIS Cognitive Services

Generalized natural language and AI-as-a-service platforms Vertical Lenovo Ai

Page 12: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Tech World, China Shanghai, 20th July 2017 Lenovo,

Page 13: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

13

AI Chatbot for the Intelligent Service

1.0

• Exact word matching

2.0 • Able to support

multiple vague words searching

3.0

• Start introducing NLP

• Able to break down sentences and identify key words to capture main message

• Mostly rule based

4.0

• Deep learning based more advanced NLP

• Machine learning with combination of rule based algorithm

Minimum bar between smart Chatbot vs. “stupid” Chatbot, for really replacing certain human efforts Very few SaaS vendors have enough expertise*

Source: 网易七鱼 *

Page 14: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

14

AI Powered Conversation Chatbot

Lenovo Corporate Knowledge Graph

Multimedia Chat-Agent Services

Call Center Real Rep. System

KG / Query

FB Wechat APP Web/Client

Gateway/Adaptor

KB Management Console

Dashboard Back-end Monitoring System ( + Reinforcement Learning)

Fine-tuning Help System Crowd-sourcing Platform

KG

Corpus

Service – Pool (Other System/Service Handler)

Page 15: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

CX Actions

Master Data •Product •SBOM •Parts •Warranty •IMEI

Transaction Data •Call •Chat •Email •Services Order •Repair

Data D

riven

Customer Voice on Social Media

• CLT/SLT Report • Trigger Action • Root Cause Identification

• Storage • Clean • Structure

• Trend and Distribution • Understanding • Sentiment

Big Data Platform

M-Cube and Visualization

VOC Insight

Big data

Page 16: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine

Listening Engagement Big Data Platform

Cloud Computing Infrastructure

Cross platform connector Chatbot framework Cognitive service Knowledge Base Storage

Blueprint of Customer Engagement

Page 17: Lenovo Digital Service Transformation · User Interface Artificial Intelligence BI & Dashboard Cloud Based Architecture Knowledge Graph Big Data Analytic Customer Journey Machine