AI has key role to play in customer support

Nearly nine in 10 (87%) employees believe that AI has a positive role in helping them stay productive when it comes to receiving IT support, according to new research from Lenovo.

But the global survey found that 81% of respondents prefer a blend of AI and human interaction when receiving support.

Meanwhile, 74% complain that poor IT support has decreased their motivation at work and 91% believe they would be more productive if their IT issues at work were resolved quickly and effectively.

Respondents believe that the biggest benefits to AI in the delivery of IT support include the ability to receive 24/7 support even during weekends and holidays, and the ability for AI to identify and resolve IT-related issues automatically.

Lenovo SVP and GM for Global Product Services John Stamer said the findings demonstrate that as workplaces have evolved with the rise of hybrid work, IT support for employees has failed to keep pace.

“With the growing adoption of cloud services, digital intelligence and the metaverse, organisations’ IT environments are only going to become more complex, so effective IT support will become even more essential to employee experience and morale,” he said.

“The mandates of CIOs to drive enterprise transformation have never been more urgent. IT departments need to deliver on employees’ experience of IT, every single day. So, in addition to being an increasingly trusted partner in intelligent transformation, we’re also incredibly focused on delivering practical innovation.”

In response, Lenovo has developed Premier Support Plus, an IT support service that combines advanced AI with human support where needed.

Key capabilities include AI-driven predictive analytics to proactively resolve issues before they become a problem for Lenovo device users, accidental damage protection to provide coverage beyond a traditional system warranty and international services entitlement for multinational corporations.

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