Lenovo ISS – AI Transformation for Global Computer Services

Lenovo International Services Support (ISS) is the organization responsible for Lenovo’s global after-sales service. ISS manages the post-purchase journey across eService, Customer Experience (CX), Contact Center (CEC), Repair, Escalations, Service Upselling, Supply Chain and Operations. It supports Lenovo’s three major business units—PCSD, MBG and ISG—across 211 countries and regions and more than 50 languages.

Its service ecosystem spans digital self-service, assisted support, device applications, social media, live-agent channels and repair services. Within ISS, eService leads digital and unassisted service delivery through the Lenovo Support website, LLM Chatbot, Community, Social Media, Vantage and Help Apps, while regional operations provide localized support.

Before the transformation, the customer journey was highly fragmented. Websites, chatbots, eTicket systems, contact centers and repair platforms often operated as separate functions with limited context sharing. Customers could be required to repeat serial numbers, symptoms, addresses and entitlement information when moving between channels, while agents manually revalidated information, searched multiple systems and recreated cases or work orders. Different systems, regional processes and knowledge sources also made it harder to deliver the same quality and speed globally.

To address these challenges, Lenovo introduced a portfolio that unifies the service and upsell journey. Through analysis of Voice of Customer feedback, ISS identified customer and contact-center agent pain points and incorporated convenience and usability into solution design. The redesigned Support Portal serves as a single intelligent touchpoint across three integrated pillars: Product Registration, Service Upsell and Warranty Support.

The broader One Journey model represents Lenovo ISS’s end-to-end service vision across the post-purchase lifecycle. Within Warranty Support, Consumer Super Agent currently enables a key part of that journey by connecting conversational self-service with contact-center support, diagnostics and repair execution. Its capabilities include Unified Knowledge Management, driver updates, diagnostics, automatic case creation in MSD CRM for contact center agents and touchless work-order generation for repair services.

Since 2024, ISS has been redesigning this environment through AI, automation, data intelligence and cross-functional transformation, creating a more connected, scalable and increasingly autonomous global service model while retaining human oversight for complex or high-risk service situations.