How AI-powered Enterprise Agent Solution of the Year Winner Lenovo is deploying Super Agent for PC Consumer Service

We spoke with Jack Zhang, Director of AI Transformation & eService Support at Lenovo, about the company’s 2026 AI Tech Ascension Awards recognition as AI-powered Enterprise Agent Solution of the Year. Jack explains how Consumer Super Agent combines Lenovo’s conversational assistant, Chatbot Lena, with Smart Repair AIR to connect self-service seamlessly with contact centers and repair services. He also discusses effortless PC-to-mobile handoffs, responsible automation and Lenovo’s plans to extend this connected service experience to more customers.

Lenovo has been named AI-powered Enterprise Agent Solution of the Year. What customer problem inspired Super Agent?

When a PC develops a problem, the customer needs to get it fixed quickly and get back to work, study or everyday life. Yet getting help can mean repeating the same information to a chatbot, on a service form, at a contact center and again with a repair team. Each handoff creates more work for the customer and risks further delays.

We built Consumer Super Agent to connect those steps. It embeds AIR—our Agentic Intelligent Resolver and leverages Chatbot Lena technology to integrate conversational support and hardware service into one workflow. Customers can explain their issue, work through diagnosis and get self-help resolution. Also, if deemed required, it can progress to a repair request with their information carried forward through the same workflow.

Based on the Agentic AI decision, the human assisted workflow could either be assigned to a human agent in the contact center or directly assigned to the repair service as a touchless eticket. The award recognizes this integration and its potential to make PC service simpler and easier to navigate.

How does Super Agent turn an AI conversation into practical service action?

Chatbot Lena combines a GPT-powered large language model (LLM), a z-point small language model (SLM) and a machine learning (ML) model with Lenovo’s service knowledge and operational tools to understand customer questions and support troubleshooting. AIR adds hardware diagnosis and repair coordination through an AI-agent system with a Master Agent and dedicated sub-agents. Together, they allow Super Agent to use the conversation and diagnostic findings to determine the next appropriate step, keeping the customer’s journey connected.

Super Agent’s seven-layer modular architecture comprises channel access, business application, agent capability, agent engine (the orchestration core), knowledge access, infrastructure, and operations with metrics. These layers allow us to improve the service iteratively without rebuilding individual touchpoints or underlying components.

For customers, this means the conversation can lead directly to authorized action, including supported configuration changes, firmware updates or repair-workflow steps. The information gathered during support helps move the issue toward resolution.

What does seamless cross-device continuity look like for someone moving from a PC to a phone?

A customer can begin a support conversation on a PC and use a QR-code handoff to continue the session on a mobile device. Their conversation history, device information and troubleshooting progress move with them, so switching devices does not mean starting again.

That continuity is especially useful when a customer needs to step away from the PC or use a phone’s camera to show what is happening. Super Agent brings text, voice and visual information into the same service experience. Live camera input can help identify visible symptoms that are difficult to describe, while natural voice interaction lets customers ask questions and clarify instructions as they work.

Customers can use the device and interaction method that best suits the situation, while keeping the support journey connected.

Why is combining software support with hardware repair important for PC consumers?

Customers should not need to identify whether a problem is caused by software or hardware before asking for help. Similar symptoms can have different causes. Effective support needs to carry the diagnostic evidence forward so that the next action builds on what has already been learned.

Super Agent connects Lenovo’s conversational and troubleshooting capabilities with its hardware service workflows. When supported software actions can address an issue, the customer can continue along that path. If repair is needed, AIR uses the information already gathered to support the next steps, including repair work-order generation.

This also helps contact centers and repair teams. They spend less time collecting the same information and recreating records, freeing them to focus on situations that need human expertise. Customers face fewer repeated steps, and support teams have a clearer path toward resolution.

All these features help reduce both customer and Lenovo repair team’s repeat engagements, efforts and resolution turn around time while increasing the resolution rate significantly.

What results underpin the integrated Super Agent experience?

Super Agent builds on the results of Lena and AIR, which were deployed before their integration. Lena substantially improved its capacity to handle customer queries and increased resolution rates, while sharply reducing demand for live-chat support. These gains show how AI can resolve more routine issues and ease pressure on service teams.

AIR now processes a substantial majority of repair orders without manual intervention and has significantly reduced repeat repairs. It has transformed a lengthy manual repair-order process into a rapid automated step, allowing repair initiation much sooner. This improvement applies to administrative processing; the time required for physical repair depends on the work involved.

As we assess the combined experience, we continue to distinguish the performance of the legacy solutions from that of Super Agent and explore new functions to integrate. Our measures of success remain customer satisfaction, resolution quality, speed of resolution and the effort required from customers and service teams.

How do you preserve customer trust as AI takes on more of the service workflow?

Customers need confidence in both the advice AI gives and the actions it takes. Super Agent draws on vetted enterprise knowledge and operates within Lenovo’s service policies and governance controls as guardrails. Supported execution requires customer authorization, keeping the customer in control as the service moves from advice to action.

Traceability and human oversight are equally important. The framework supports auditable decisions and layered fallback mechanisms, with human support available for complex or unresolved situations. This allows us to review what happened, improve the service and maintain accountability.

We expand automation where it can reliably reduce customer effort and operational work. Clear boundaries around what AI is permitted to do help us deliver a service people can understand and trust.

What comes next for Super Agent and Lenovo’s vision for PC consumer service?

The integrated Super Agent experience was deployed in North America in July 2026. We now plan to extend coverage to Europe-META, Asia Pacific and Latin America, broaden the service scenarios it supports and connect additional touchpoints, including Lenovo Community and Vantage.

Maintaining context across channels and devices will remain central to that expansion. Customers should be able to continue a service journey without repeatedly explaining the problem or repeating troubleshooting they have already completed.

Our vision is a connected PC service experience that can carry out authorized actions, with people providing expertise and oversight where needed. For customers, progress should be clear in everyday use: less effort to get help, a smoother path to resolution and greater confidence in the service behind their device.