Lenovo boosts contact center productivity and customer satisfaction with AI-powered omnichannel chat

Lenovo, a global technology company, faced the challenge of delivering fast and effective 24/7 support across various languages in its contact centers. By deploying Microsoft Copilot in Dynamics 365, Lenovo created an AI-powered omnichannel chatbot capable of handling customer queries in nine languages, offering real-time translations and AI-suggested responses. Premier Support agents review and refine these AI suggestions, with their feedback improving system performance. Strong emphasis on security, role-based access controls, and content moderation ensured data safety. Automated post-call summarization and sentiment analysis further improved productivity and customer experience. As a result, agent productivity increased by 15%, average handle time decreased by 20%, and customer satisfaction rose to 95%. Lenovo integrated business and digital teams early in the planning and transformed contact center operations by focusing on practical AI use cases. The project positioned Lenovo among the top users of Copilot for Dynamics 365, rapidly elevating support quality and agent efficiency.

1. 01Difficulty delivering fast and effective 24/7 support in multiple languages at scale
2. 02Legacy chat CRM systems limited innovation and efficiency
3. 03Long and complex agent training processes
4. 04High cost of skilled resources for global support
5. 05Need to reduce manual post-call documentation tasks
6. 06Demand for improved customer and agent satisfaction

1. 01Deployed omnichannel AI chat powered by Microsoft Copilot in Dynamics 365
2. 02Implemented AI-powered multilingual translation and suggested agent responses
3. 03Enabled Premier Support agents to review and refine AI suggestions, feeding back improvements
4. 04Integrated sentiment analysis and automated call summarization
5. 05Applied strict security and role-based access controls for data protection
6. 06Engaged business teams throughout planning and rollout for effective adoption

1. 0115% boost in agent productivity
2. 0220% reduction in average handle time
3. 03Satisfaction levels increased to 95% post deployment
4. 04Significant speed and accuracy improvements in customer support
5. 05Reduced manual documentation and post-call tasks

• Deployed AI-powered omnichannel support chat
• Improved customer support satisfaction
• Improved support speed and accuracy
• Reduced manual documentation burden