Behind every customer proposal, process decision and policy question is a search for trusted information.
Across Lenovo’s global solutions and services business, critical knowledge had accumulated in thousands of shared drives, intranet sites, process portals, business hubs and databases. Employees often had to search across multiple systems, review documents or ask colleagues and subject-matter experts for help.
The impact surfaced in everyday work: new employees decoding acronyms, policies and processes; sellers finding validated information and positioning for customer work; operations employees retrieving SOPs and troubleshooting guidance; and HR and compliance teams accessing approved policies and regulatory guidance.
“We heard from employees who were effectively spending a full working day each week tracking down information—searching across systems, asking colleagues and waiting for answers,” says Sarah Lundgren, Director of Technical Enablement for Hybrid Cloud and AI at Lenovo.
Making complex knowledge feel simple
Through Lenovo Powers Lenovo, the company turned to its own AI expertise and enterprise environment to make its extensive internal knowledge easier to find, understand and use. But connecting a general-purpose model to enterprise information was only the beginning.
The solution had to retrieve the right information from multiple sources, ground its answers in trusted content, respect each user’s permissions and remain reliable as knowledge changed. For employees, however, all that complexity needed to disappear behind a simple conversational experience.
“The experience had to feel effortless for employees, even though behind the scenes we were solving for trusted data, permissions, governance and continuous improvement,” says Michaela Hric, Director, WW SSG Services Transformation Office at Lenovo.
Lenovo initially created the AI Enterprise Solution Assistant, or AIESA, as an AI agent grounded in its own enterprise knowledge. That internal forerunner became the foundation for what evolved into Lenovo Knowledge Super Agent.
Building around how employees work
Rather than introducing a generic assistant and expecting employees to adapt, Lenovo began by studying where knowledge gaps created the most friction. The team mapped employees’ day-to-day needs, prioritized high-value questions and workflows, and tested prototypes with real users.
As those needs evolved, so did the solution. What began with trusted information retrieval expanded into research, summarization, drafting, analysis, policy guidance, IT and operational support. Because Lenovo designed the underlying AI foundation to be flexible, teams could add knowledge sources and capabilities without rebuilding the solution from scratch.
Real-world deployment also taught Lenovo that accurate answers alone would not drive adoption. Employees and domain experts helped define use cases and refine the experience, while training and change-management programs helped people make the agent part of their everyday work.
The team created feedback loops so users could flag weak responses and route issues to the appropriate content, product or technical owners. Role-based permissions protected sensitive information, while source-backed answers helped employees understand where responses came from. More than 85% of answers now include supporting citations.
From faster answers to enterprise value
Adoption grew 60-fold to approximately 3,000 Lenovo employees. Across that deployment, Knowledge Super Agent reduced time spent on knowledge-retrieval tasks by 30%, potentially returning an estimated 120 hours to each employee annually.
The impact extended beyond search. Escalations to subject-matter experts fell by 35%, giving specialists more time for complex work, while sellers prepared customer proposals twice as fast.
By building, deploying and refining the solution inside its own business, Lenovo gained practical experience connecting enterprise knowledge, governing access, improving response quality and driving adoption at scale.
Those lessons now inform the customer-ready Lenovo Knowledge Super Agent, a solution that organizations can tailor to their own information, workflows and governance requirements. Available through the Lenovo AI Library and supported by Lenovo Hybrid AI Advantage, it reflects something Lenovo could only learn by becoming customer zero: turning enterprise knowledge into trusted answers requires more than AI—it requires an operating model that keeps people, information and technology working together.