Transforming customer support through intelligent AI operations

Lenovo and ServiceNow are unifying data, workflows, and AI on a single platform—delivering faster, smarter, and more proactive service for global customers.

Enterprises today face rising expectations for seamless, efficient customer experiences, but legacy support systems can’t keep up. Lenovo is meeting this challenge by partnering with ServiceNow to build an AI-driven support model for its cloud service provider (CSP) managed services customers. The shift is transforming customer service from reactive to proactive, helping teams work faster and more intelligently.

“AI felt like the right tool for us because it gave us a path to gather all the information we needed to resolve customers’ problems through their first contact,” says Martha Politakis, director, global software support and managed service desk, Lenovo. “It also allowed us to centralize the knowledge we needed to understand the issue and resolve it quickly. With the ServiceNow AI platform, we’re excited to be able to resolve problems faster for customers.”

With AI-generated case histories, summaries, and resolution notes, support agents now have instant access to essential information while customers can self-serve any time they choose. The result: faster resolutions, more consistent support, and stronger customer loyalty.

ServiceNow’s role extends beyond being a platform provider—its vision is shaping the future of enterprise AI. Watch the video above to learn more about how Lenovo and ServiceNow are elevating customer support and driving meaningful business outcomes.