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Lenovo Digital Service Transformation
Dai Wei GM, Lenovo China Services Executive Director , Lenovo Global Services 14th September, 2017
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
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
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
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
Big Data
Artificial Intelligence
IM &
Social media Customer Interface
Cost & Communication Efficiency
Personalization & Proactive
Key Success Factor of Customer Engagement
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
Lenovo Service on IM (Pre-sell + After Sell)
Lenovo
Lenovo Lenovo
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Lenovo Global Social Listening Overview
Lenovo SRM
Capture
Big Data
Sprinkler
Social Listening
Global Customer
VOC
Lenovo Properties
Non-Lenovo Properties
Engagement
Lenovo Services Command Centre-Beijing
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
Tech World, China Shanghai, 20th July 2017 Lenovo,
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 *
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)
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
Listening Engagement Big Data Platform
Cloud Computing Infrastructure
Cross platform connector Chatbot framework Cognitive service Knowledge Base Storage
Blueprint of Customer Engagement