Amerlife partnered with Solvea to implement a fully integrated AI-powered customer service system. The solution provided multilingual AI Agents available 24/7 to handle repetitive inquiries, including logistics tracking, product information, and return processing, freeing human agents to focus on complex issues. Solvea’s integration capabilities connected seamlessly with Amerlife’s existing systems such as LiveChat, Zendesk, and ERP platforms, enabling real-time data exchange and automated workflows across more than 30 channels.

To address logistics challenges unique to the furniture industry, Solvea built a dedicated knowledge graph and deployed a logistics query Agent capable of tracking shipments, providing instant updates, and even detecting abnormal scenarios. During peak seasons such as Black Friday, an AI-driven early warning system proactively identified high-risk complaints, automatically pushed personalized responses to customers, and escalated cases to human agents when necessary. This human-AI collaboration model significantly shortened resolution cycles and stabilized customer satisfaction.

With Solvea, Amerlife’s AI Agents now achieve over 85% accuracy and a 40% AI response rate, saving the equivalent of more than 3.6 full-time agents while ensuring consistent quality through AI self-check and satisfaction surveys. By fully covering after-hours and multilingual scenarios, Amerlife has improved service availability, reduced customer wait times, and empowered managers with a real-time AI-powered dashboard to monitor performance and extract insights.

Amerlife is now setting a new benchmark for digital customer service in the furniture retail industry, combining efficiency, scalability, and customer-centric care to strengthen its leadership in North America and global markets.