United StatesTechnology and telecom2024 – ongoingLenovo
AI chat and Copilot in Premier Support
Lenovo support agents cut average handling time by 20% with Copilot
Problem
Lenovo's support system was fragmented and left agents with a lot of repetitive work.
Approach
The Premier Support team adopted Dynamics 365 Contact Center and Customer Service with Copilot. Customers can chat in nine languages around the clock. Copilot suggests fixes from past cases and summarizes calls.
Results
20%Reduction in average handling time
15%Increase in agent productivity
Takeaway
Lenovo reports a 20% drop in handling time and a 15% gain in agent productivity.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor's case study
Sources
Source summaries
[1]Microsoft19 Nov 2024
Microsoft describes how Lenovo's Premier Support moved to an AI chat service. It reports a 20% reduction in average handling time and a 15% increase in agent productivity.
Full details are in the original sources.
Added 25 Oct 2026 · Updated 25 Oct 2026