IBM recently
signed an agreement with Lenovo to help improve their customer experience by using their cognitive and blockchain solutions. This agreement is a continuation of the current IBM-Lenovo relationship which started in 2005. IBM sold its PC division to the Chinese company in 2004.
The demands for customer service has increased over the past decade, with customers expecting 24/7 connection and quick response times. According to
IBM’s research, businesses spend $1.3 trillion on 265 billion customer service calls each year, where 50% of these calls remain unresolved. A
recent report added that poor customer service is costing over $75 billion a year which has increased from $13 billion in 2016.
The agreement between Lenovo and IBM is multifaceted. Blockchain will be used to track the acquisition and logistics of critical hardware and software for Lenovo’s data centers. The other facets of the deal which are not blockchain-related include virtual assistants for tech support, a client insight portal and augmented reality for repairs.
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