Serving users across more than 180 countries and regions, Anran has built a strong global presence in the smart security market. As its product portfolio expanded and international demand increased, after-sales inquiries related to installation, connectivity, and troubleshooting grew significantly. To ensure consistent, expert-level support while scaling globally, Anran partnered with Solvea to implement an AI-driven service model designed specifically for complex security hardware scenarios.
Smart security devices are often installed outdoors or in high-risk environments, where factors such as unstable networks, device disconnection, configuration errors, or software prompts generate highly technical support requests. Troubleshooting and usage-related inquiries account for more than 70 percent of Anran’s total service volume. These cases require structured diagnostic logic rather than simple FAQ responses.
Previously, product knowledge and service workflows were scattered across internal documentation, individual experience, and historical chat records. As new products launched and demand increased across regions and time zones, maintaining consistent response quality became increasingly challenging. Anran needed a standardized and scalable approach capable of delivering expert-level troubleshooting while improving first-contact responsiveness.
Solvea worked closely with Anran to consolidate fragmented product information into a structured enterprise knowledge base. Core troubleshooting logic, configuration processes, and high-frequency diagnostic scenarios were systematized and transformed into AI-readable workflows. This enabled AI agents to conduct multi-step fault analysis rather than relying on simple keyword matching.
The AI agents were natively embedded across Anran’s app and website live chat channels, providing 24/7 instant responses to users worldwide. During complex troubleshooting conversations, the AI guides users through structured diagnostic steps and dynamically adjusts follow-up questions based on real-time input. This AI-first model ensures consistent service quality while allowing human agents to focus on specialized escalations and higher-value tasks.
With Solvea, Anran achieved a 73 percent multi-turn message response rate, demonstrating AI’s ability to sustain structured troubleshooting conversations across extended interactions. The system also reached a 97 percent first-contact ticket response rate, ensuring that the vast majority of inquiries receive immediate initial engagement.
By delivering expert-level diagnostic guidance at scale, AI support helped reduce unnecessary returns and negative reviews associated with operational confusion. Customer satisfaction performance, measured by NPS, outperformed manual support, reinforcing the effectiveness of AI-driven service in complex smart security scenarios.
