Lenovo achieves 90% response rate with AI listening
Business challenges
- Participation uncertainty: Skepticism about what participation rate would be for AI chatbot in sales-driven organization
- Hidden issues: Small issues difficult to catch in one-on-one discussions, even with employees sitting nearby
- Early attrition: Need to prevent early attrition cases that could spiral from small, fixable problems
I was slightly skeptical about what the participation rate would be. But 90% of employees who Amber connects with respond. Which I thought was a great win. The confidence level that Amber has been able to build with our team members has been immense.
The Amber shift: Non-intrusive confidence building
Lenovo India deployed Amber across their sales organization, with the CHRO personally reviewing insights every Friday - catching small issues before they become attrition and establishing a global best practice.
🎯 Immense confidence building
- 90% response rate showing employee comfort level
- People comfortable talking to Amber and sharing their thoughts
- Employees share things they won't mention in one-on-one discussions
📅 Friday ritual discipline
- CHRO has two hours blocked every Friday to review Amber dashboard
- Sets up meetings with employees and managers based on insights
- Small things caught that wouldn't be visible otherwise
🚀 Global best practice
- Emerged as best practice within Lenovo globally
- No other country does something similar
- Monthly leadership staff meetings feature Amber dashboard updates
“There's one employee who sits three workstations down my aisle. He responded in his conversation with Amber to things I had no clue of. And I talk to that employee every day. It just goes to show that the confidence level Amber has built with our team members has been immense.”
Key success drivers
- CHRO discipline: Two hours blocked every Friday to review dashboard and set up meetings with employees and managers
- Leadership visibility: Amber dashboard presented at monthly leadership staff meetings showing insights
- Red category focus: CHRO personally speaks to employees flagged in red category for immediate intervention
- Non-intrusive approach: Amber quickly gains employee confidence without being intrusive
- Small issue detection: Catches small fixable issues that won't surface in one-on-one discussions
- Global showcase: Established as best practice within Lenovo globally with no other country doing similar
A story that stands out
Rohit personally spoke to employees who were in the red category. One employee who joined about six months ago raised concerns through Amber. His main issue was that he was not getting enough time from his manager. Such a small thing to fix. Which could have probably got him into a negative spiral and maybe an exit at some point. But Lenovo was able to take that corrective action. The small things you're not able to catch otherwise are the insights they got from Amber. They were possibly able to prevent a couple of early attrition cases which otherwise wouldn't have been caught. What makes this powerful is that one employee sits three workstations down Rohit's aisle, and he responded in his conversation with Amber to things Rohit had no clue of - even though they talk every day. Some insights you can get from Amber are fantastic and slightly difficult to get in a one-on-one discussion.
Impact
By making Friday Amber reviews a discipline and building employee confidence in the platform, Lenovo India created a global best practice for engagement.
- 90% response rate from employees
- 2 hours dedicated by CHRO every Friday for insights review
- Global best practice status - no other Lenovo country does similar
Hi, I'm Amber - your Chief Experience Officer. I talk to employees, reveal potential flight risks, and deliver insights on what truly matters to them.