{"id":234538,"date":"2025-02-27T19:19:46","date_gmt":"2025-02-27T19:19:46","guid":{"rendered":"https:\/\/bm.dev.synology.me\/?p=234538"},"modified":"2026-04-11T06:03:01","modified_gmt":"2026-04-11T06:03:01","slug":"inovatie-2024-lenovo-smarter-support","status":"publish","type":"post","link":"https:\/\/bm.dev.synology.me\/?p=234538","title":{"rendered":"Inova\u0163ie 2024. Lenovo: Smarter Support"},"content":{"rendered":"<p>\n<strong>Lenovo \u00eembun\u0103t\u0103\u0163e\u015fte procesul de customer server support cu ajutorul solu\u0163iei Smarter Support. Utiliz\u00e2nd inteligen\u0163a artificial\u0103, Smarter Support este conceput s\u0103 eficientizeze furnizarea serviciilor \u015fi s\u0103 minimizeze perioadele de nefunc\u0163ionare pentru clien\u0163i, oferind o diagnoz\u0103 \u00een timp real a echipamentelor hardware \u015fi solu\u0163ionarea problemelor pentru clien\u0163ii implica\u0163i \u00een generarea unui tichet de asisten\u0163\u0103.<\/strong><\/p>\n<p>\n&nbsp;<\/p>\n<p>\n<strong>Descrierea inova\u0163iei:<\/strong><\/p>\n<p>\nLansat \u00een aprilie 2024, acest set de func\u0163ii automatizate \u00ee\u015fi propune s\u0103 se adreseze tuturor clien\u0163ilor din \u00eentreaga lume care au nevoie s\u0103 genereze un tichet de asisten\u0163\u0103 pentru probleme legate de serverele proprii. Este o tehnologie inovatoare, care permite clien\u0163ilor s\u0103 \u00eenlocuiasc\u0103 modelul tradi\u0163ional de asisten\u0163\u0103 prin telefon cu o abordare mai dinamic\u0103 \u015fi mai eficient\u0103, av\u00e2nd ca rezultat mai pu\u0163in efort manual \u00een identificarea problemelor, rezolv\u0103ri mai rapide cu mai pu\u0163ine perioade de nefunc\u0163ionare \u015fi cre\u015fterea gradului de satisfac\u0163ie a clien\u0163ilor. De\u015fi proiectul acoper\u0103 diferite echipe tehnice din cadrul Lenovo la nivel global, proiectarea \u015fi implementarea solu\u0163iei a fost realizat\u0103 integral de echipa Lenovo Smarter Support din Rom\u00e2nia. A fost un efort incredibil, cu o coordonare remarcabil\u0103 \u015fi o comunicare excelent\u0103 \u00eentre principalele p\u0103r\u0163i interesate \u015fi participan\u0163ii la proiect. Solu\u0163ia AI intern\u0103 a Lenovo utilizeaz\u0103 graficul de cuno\u015ftin\u0163e \u015fi modelele lingvistice de mari dimensiuni pentru a identifica automat problemele de performan\u0163\u0103 ale serverelor legate de hard disk, sursa de alimentare, memorie \u015fi pentru a oferi recomand\u0103ri precise de remediere a problemelor, simplific\u00e2nd procesul de livrare a pieselor, concomitent cu cre\u015fterea semnificativ\u0103 a eficien\u0163ei opera\u0163iunilor \u015fi a gradului de satisfac\u0163ie a clien\u0163ilor. Lenovo extrage informa\u0163ii esen\u0163iale din peste 1.000 de documenta\u0163ii tehnice pentru a realiza un grafic extins de cuno\u015ftin\u0163e al defec\u0163iunilor \u015fi solu\u0163iilor, care cuprinde milioane de noduri.&nbsp;<\/p>\n<p>\n<strong><img decoding=\"async\" alt=\"\" src=\"http:\/\/storage0.dms.mpinteractiv.ro\/media\/401\/341\/5539\/22701079\/23\/lenovo.jpg?height=148&amp;width=250\" style=\"width: 250px;height: 148px;margin: 10px;float: right\" \/><\/strong>Cum func\u0163ioneaz\u0103: clientul intr\u0103 pe pagina Lenovo eSupport pentru a crea un tichet. Clientul introduce detalii despre problem\u0103, \u00eenregistr\u0103rile de service, informa\u0163iile de contact, iar \u00een c\u00e2teva secunde este furnizat\u0103 o solu\u0163ionare AI. Clientului i se prezint\u0103 tipul de eroare, mesajul de eroare, un rezumat al solu\u0163iei, num\u0103rul de identificare al piesei defecte \u015fi, de asemenea, descrierea acesteia, men\u0163in\u00e2nd CRM-ul actualizat. Elementul cheie este reprezentat de faptul c\u0103 Lenovo asigur\u0103 clientului o interac\u0163iune, o diagnosticare \u015fi o rezolvare \u00een timp real.&nbsp;<\/p>\n<p>\n<strong>Elementul de noutate:<\/strong><\/p>\n<p>\n\u00cempreun\u0103 cu sistemul Customer Relationship Management (CRM) \u015fi Machine Learning (ML) al Lenovo, aceast\u0103 func\u0163ie este un element de diferen\u0163iere pe pia\u0163\u0103 care permite procesarea end-to-end a cazurilor cu ajutorul AI, de la apari\u0163ie p\u00e2n\u0103 la solu\u0163ionare, revolu\u0163ion\u00e2nd peisajul tradi\u0163ional al activit\u0103\u0163ii de asisten\u0163\u0103 \u00een sectorul de produc\u0163ie.<\/p>\n<p>\n<strong>Efectele inova\u0163iei:<\/strong><\/p>\n<p>\nDe la lansarea sa, a avut o acurate\u0163e de 100% a identific\u0103rii problemelor pentru tichetele de asisten\u0163\u0103 complet automatizate. Serverele Lenovo ofer\u0103 cea mai ridicat\u0103 performan\u0163\u0103, dar ceea ce diferen\u0163iaz\u0103 Lenovo este capacitatea de a minimiza perioadele de nefunc\u0163ionare, proces \u00eembun\u0103t\u0103\u0163it \u015fi mai mult cu Smarter Support Automation.<\/p>\n<p>\n<img decoding=\"async\" alt=\"\" src=\"http:\/\/storage0.dms.mpinteractiv.ro\/media\/401\/341\/5539\/22701079\/26\/lenovo-smarter-support-2.jpg?height=733&amp;width=620\" style=\"width: 620px;height: 733px\" \/><\/p>\n<p>\n<img decoding=\"async\" alt=\"\" src=\"http:\/\/storage0.dms.mpinteractiv.ro\/media\/401\/341\/5539\/22701079\/24\/lenovo2.jpg?height=251&amp;width=620\" style=\"width: 620px;height: 251px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Lenovo \u00eembun\u0103t\u0103\u0163e\u015fte procesul de customer server support cu ajutorul solu\u0163iei Smarter Support. Utiliz\u00e2nd inteligen\u0163a artificial\u0103, Smarter Support este conceput s\u0103 eficientizeze furnizarea serviciilor \u015fi s\u0103 minimizeze perioadele de nefunc\u0163ionare pentru clien\u0163i, oferind o diagnoz\u0103 \u00een timp real a echipamentelor hardware \u015fi solu\u0163ionarea problemelor pentru clien\u0163ii implica\u0163i \u00een generarea unui tichet de asisten\u0163\u0103. &nbsp; Descrierea inova\u0163iei: [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[510,571],"tags":[59746,14141,59774],"class_list":["post-234538","post","type-post","status-publish","format-standard","hentry","category-actualitate","category-business-hi-tech","tag-cele-mai-inovatoare-companii-din-romania-2024","tag-lenovo","tag-smarter-support"],"_links":{"self":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/234538","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=234538"}],"version-history":[{"count":1,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/234538\/revisions"}],"predecessor-version":[{"id":234558,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/234538\/revisions\/234558"}],"wp:attachment":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=234538"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=234538"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=234538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}