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

Transcription

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

2 CX Transformation Channel migration for cost reduction Broadening channel access Contact 2000s Focused on resolving user issues 'in-channel Providing assisted support for integrated digital channels Omnichannel s Call Replacing face to face Providing improved customer access Telephone-primed CX 2010s Multichannel Part of a multiple channel experience Supporting other channels -not always first choice s Personalization & Proactive CX Digital analytics Automated contact technology Digital-primed CX

3 Service Model Transformation Traditional Services Modern Services Future Services Customer Initiated Services Proactive Customer Engagement Personalized and Experiential Services Human Interaction with Off-line Channels Self-Service via Multiple Channels On-line /Off-line Smart Services On-line & Off-line Integration High Labor Cost Low Cost Efficiency Value added service High Cost Efficiency Service business High Profit Efficiency

4 Customer Experience Journey Purchase Scene Marketing Experiential Marketing Consultancy Service Maintain 24/7 Online Support Proactive Detection Personalized Upgrade On-Line Customer Off-Line Recommend Customer Loyalty Market Influence Brand Promotion Use Offline to Online Self Service Community Sharing

5 Lenovo Smart Service Structure Customer Behavior Purchase Use Maintain Recommend Service Channels Hotline Service Call Center IM Customer Engagement Social Media App/Tool Off-Line Service Retail Service Provider IVR Lenovo PC Manager FAQ Trouble shooting Smart Driver Device Help/APP Service Delivery L1 Agent L2 Agent Smart Assistant IM Support AI Chatbot Gamified Tool Knowledge Base Diagnostic &Tool LSMA Engineer Backend Support Digital Platform User Interface Cloud Based Architecture Artificial Intelligence Knowledge Graph Customer Journey Machine Learning BI & Dashboard Big Data Analytic

6 Key Success Factor of Customer Engagement IM & Social media Customer Interface Artificial Intelligence Cost & Communication Efficiency Big Data Personalization & Proactive

7 IM & Social Media Monthly active users of the selected social networks and messaging services Facebook WhatsApp Wechat Instagram Twitter 2000m 1600m 1200m 800m 400m

8 Lenovo Service on IM (Pre-sell + After Sell) Lenovo Lenovo Hello! How to factory reset my ThinkPad X1? < Smart Assistant Smart Assistant THINKPAD IDEAPAD YOGA Others 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. THINKPAD X THINKPAD T THINKPAD P Thank you for this. THINKPAD YOGA THINKPAD E THINKPAD L

9 Lenovo Global Social Listening Overview Capture Social Listening Sprinkler Lenovo Properties Global Customer VOC Big Data Engagement Non-Lenovo Properties Lenovo SRM

10 Lenovo Services Command Centre-Beijing

11 Artificial Intelligence Messaging platforms Allo Messenger WhatsApp WeChat Line Skype Telegram Generalized natural language and AI-as-a-service platforms Vertical Lenovo Ai Cloud Platform Watson Conversation Alexa Voice Service LUIS Cognitive Services

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

13 AI Chatbot for the Intelligent Service 4.0 Exact word matching 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 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 13

14 AI Powered Conversation Chatbot FB Wechat APP Web/Client KB Management Console Lenovo Corporate Knowledge Graph KG Crowd-sourcing Platform Multimedia Chat-Agent Services KG / Query Corpus Gateway/Adaptor Service Pool (Other System/Service Handler) Call Center Real Rep. System Fine-tuning Help System Dashboard Back-end Monitoring System ( + Reinforcement Learning) 14

15 Big data CLT/SLT Report Trigger Action Root Cause Identification VOC Insight CX Actions Trend and Distribution Understanding Sentiment M-Cube and Visualization Data Driven Storage Clean Structure Big Data Platform Master Data Product SBOM Parts Warranty IMEI Customer Voice on Social Media Transaction Data Call Chat Services Order Repair

16 Blueprint of Customer Engagement Listening Engagement Big Data Platform Cross platform connector Chatbot framework Cognitive service Knowledge Base Storage Cloud Computing Infrastructure

17