RESEARCH TRIANGLE PARK – Lenovo’s Data Center Group, one of the largest server selling organizations in the world, is working with IBM to enhance customer service via blockchain, virtual assistants and more cutting-edge technology tools.

It’s the latest agreement between the two tech giants since Lenovo acquired IBM’s personal computing business in 2005. Lenovo’s server business includes IBM’s x86 server group that Lenovo bought in 2014.

Financial terms of the multi-year customer service agreement were not disclosed.

Lenovo operates one of its two global headquarters in Morrisville (the other is in Beijing) in addition to the server group, and IBM operates one of its largest corporate campuses in RTP while employing several thousand people across the state.

The Lenovo-IBM server agreement covers more than 200 countries.

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“The enterprise today is equipped with a host of new technology solutions built to offer customers unprecedented support and deliver a world-class customer experience,” said Laura Laltrello, Vice President and General Manager of Lenovo Data Center Group, in the announcement.

“We are looking forward to working with IBM to take the next step with our customers to deliver a personalized and seamless experience that ensures we continue to deliver industry leading customer satisfaction in data center support.”

Here’s how IBM says the service will work:

“When a customer connects with an agent for Lenovo’s server, storage, or networking services, IBM’s Virtual Assistant for Technical Support uses its natural language capabilities and contextual recognition to personalize the conversation. It is designed to ask targeted questions about service issues and obtain solution advice. It will also access key customer information, aligning to Lenovo’s focus on driving a fast, effortless, and proactive customer support experience.”

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The companies noted how new and emerging technology will be used:

  • Blockchain to help create a more secure and transparent environment to process and monitor the purchase and distribution of critical hardware and software equipment for Lenovo’s data centers.
  • Virtual Assistant for Technical Support to use customer history and preferences, product manuals, technical documentation, and any other available information including FAQs, all within fingertip reach for call center agents.
  • Client Insight Portal to provide data analytics and trend analysis with enhanced personalization, on screen alerting to identify troubled areas, and automated root cause logic.
  • Augmented Reality to enable more than 19,000 field agents to help deliver a consistent client experience around the globe by allowing customers and technicians to share real-time video of machines requiring repair with fellow IBM professionals to help diagnose problems and illustrate the best practices to solve them.

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IBM says its Technology Support Services is already used to support more than 30,000 IBM and non-IBM products.

The agreement between IBM and Lenovo was signed in December and announced Thursday.