"AI resolves complex customer service issues accurately."
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Updated 3 Days Ago
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3 Advocates
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2 Verified Clients
Nutshell
Solvea redefines online customer support with AI designed for resolution, not just chat. It tackles complex customer inquiries using intent data and deep context integration. By focusing on resolving issues at first contact, Solvea cuts support costs and improves customer satisfaction in multi-layered industries.
In Detail
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Solvea's Website Claims...
A summary of the claims made on Solvea's website as noticed by our bot, Vinny.
Resolution-driven AI support
Solvea claims their resolution-driven AI solves complex industry challenges using proprietary intent data and deep context.
Performance-based pricing model
Solvea claims you pay for only what is resolved - promoting efficiency with no minimums and results-focused billing.
High customer satisfaction metrics
Solvea claims a 3x increase in CSAT and a 95% client renewal rate, highlighting customer trust and loyalty.
Case Studies
AI automation streamlines Anker's global customer support efficiently.
70%
Customer service work handled by AI
20pt
Increase in Net Promoter Score
Situation
Complex demands stress Anker's support.
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300 agents managing over 2 million tickets yearly.
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Extended hours to manage 50 cases per day per agent.
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Inconsistencies due to platform-switching.
Anker Innovations, a leading consumer electronics company, faced challenges in managing its customer service division. Operating across diverse regions such as Asia, North America, Europe, and the Middle East, their team of over 300 agents was inundated with more than 2 million support tickets annually. Each agent needed to resolve approximately 50 cases daily, which often resulted in working extended hours and navigating intricate tasks, including checking order records, verifying warranty data, and handling after-sale processes. The support workflow was fragmented, requiring frequent platform-switching, which led to inconsistent customer experiences across languages, regions, and touchpoints.
Task
Streamline support and improve consistency.
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Simplify and integrate customer service operations.
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Automate routine tasks to focus on complex issues.
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Ensure consistent, high-quality service delivery.
To improve customer experience and operational efficiency, Anker aimed to simplify its complex customer service workflow. The primary objective was to integrate and streamline operations to enhance the speed and quality of customer service delivery. Achieving this required minimizing the need for agents to toggle between multiple systems, reducing average handling time, and ensuring consistency in responses across different languages and service domains. Ultimately, Anker sought a solution that would automate routine tasks, allowing their support team to focus on complex issues and elevated interactions, while still maintaining high-quality service standards.
Action
AI integration directly boosts efficiency.
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Unified 270 platforms for streamlined handling.
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Reduced average handling from 30 to 5 minutes.
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AI resolves 70% of inquiries automatically.
Anker collaborated with Solvea to integrate AI automation into its support workflow. Solvea unified over 270 platforms, encompassing email, chat, marketplaces, and social media, into a single, centralized interface. This integration reduced the average handling time from over 30 minutes to approximately 5 minutes. Solvea's AI resolution engine, informed by Anker's historical data, automatically resolved 70% of inquiries. The AI facilitated first-touch replies and ongoing ticket management, assisting with message composition and case categorization. By automating routine inquiries, Solvea allowed support agents to dedicate their efforts to more complex customer interactions.
Result
Significant time savings and efficiency gains.
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150+ weekly hours saved via automation.
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92% inquiries resolved within 5 exchanges.
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95% response rate achieved through AI efficiency.
The implementation of Solvea's AI-powered service resulted in significant time and efficiency improvements for Anker. The support team saved over 150 hours in manual effort each week, with 92% of inquiries resolved within 5 message exchanges and a 95% response rate achieved. This shift towards automation enabled the team to scale without sacrificing service quality or consistency. Solvea's integration facilitated faster resolutions, and decreased workload pressure on agents, ensuring a seamless customer service experience across Anker's global operations.
Keywords
ANKER
SOLVEA
AI INTEGRATION
CUSTOMER SERVICE
AUTOMATION
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