Challenge
Aosom operated across multiple platforms, languages, and service policies. Customers contacted support through various channels including email, live chat, and phone, often switching platforms or countries. The support team faced growing ticket volumes, especially in logistics, which made up nearly one-third of daily requests. Complex cases involving split shipments or missing parts required agents to toggle across systems, slowing response time and increasing workload.
Solution
Aosom implemented Solvea’s AI agent to automate common workflows and unify service channels. The AI detected customer intent, searched the relevant knowledge base, and delivered accurate responses based on platform-specific rules. A dedicated logistics agent was introduced to manage tracking requests using preset SOPs. Agents handled escalations in a centralized workspace with smart routing based on skills and urgency.
Results
More than half of logistics-related tickets were resolved automatically, easing pressure on human agents. Response time improved as agents no longer needed to switch between platforms. With improved knowledge systems and fully integrated workflows, Aosom built a scalable service model ready to support its continued international expansion.
