Anker’s customer experience division operates across Asia, North America, Europe, and the Middle East, with a team of over 300 support agents handling more than 2 million tickets per year. Each agent was expected to resolve around 50 cases a day, often working over 10 hours to keep up with demand.
Resolving a single inquiry required navigating a complex web of systems and tasks: checking order records, tagging issues, verifying warranty status, reviewing logistics data, handling financial documentation, coordinating after-sales processes, and conducting quality investigations. Even with a traditional ticketing system in place, agents had to constantly jump between platforms. On average, a single resolution took over 30 minutes.
The fragmented workflow not only strained support teams but also led to inconsistent customer experiences across languages, regions, and touchpoints.
Anker partnered with Solvea to streamline global operations and embed AI automation directly into its support workflow. Solvea integrated with more than 270 platforms, including email, chat, marketplaces, and social media, into a centralized interface, eliminating the need to toggle between systems. This reduced average handling time from over 30 minutes to just 5.
Solvea’s AI resolution engine was deployed to assist with both first-touch replies and ongoing ticket handling. Trained on Anker’s historical data and policies, the engine now automatically resolves 70% of incoming inquiries across multiple languages and channels. It assists agents with message drafting, process routing, and case categorization, helping them focus on complex interactions while automation handles the rest.
“Solvea helps us solve more than 70% of customer service work.” — Steven Yang, CEO of Anker
With Solvea, Anker's customer service team saves over 150 hours per week in manual effort. 92% of inquiries are now resolved within 5 message exchanges, and overall message response rates have reached 95%. The shift to AI-powered service delivery not only increased speed and efficiency, but also empowered support teams to scale without compromising quality.
Since deployment, Solvea has helped Anker deliver faster resolutions, reduce agent workload, and improve consistency across a global operation. What was once a high-effort, multi-system workflow is now a unified, intelligent experience for customers and agents alike.
