How Apeman builds a smart support experience with Solvea.
Company
Apeman is a global technology company specializing in smart imaging devices, including dash cams and smart cameras, with millions of users worldwide.
Industries
Consumer Electronics
Imaging & Optics
E-commerce
Real Impact
65% issue resolution rate
40% reduction in support workload
70 NPS score
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Let’s turn your support team into a growth engine.
Challenge
Apeman’s customer service team operated across multiple time zones and communication channels, including Amazon, AliExpress, DTC sites, apps, and email. Meeting global response expectations with limited staffing was difficult, particularly at night, during holidays, and throughout major sales campaigns. The team handled many repetitive questions while also needing to resolve complex inquiries about technical issues or pre-purchase concerns. Apeman aimed to improve service speed and consistency while reducing workload and costs.
Solution
Solvea helped Apeman build a centralized AI-powered support system. All customer messages from email, app, and social media were routed into a unified ticketing platform. Solvea’s AI agent provided real-time replies to a wide range of routine questions, including discount codes, shipping updates, and basic product guidance. This automation enabled the support team to prioritize more complex cases without compromising response speed.
For technical inquiries, Solvea’s AI was trained to understand product-specific language and resolve issues based on Apeman’s internal knowledge base. Each confirmed reply was added to a growing content library, making future responses more accurate and comprehensive. The system also assisted with pre-sale questions by identifying customer intent and recommending suitable products or bundles. The entire workflow was configured and improved by Apeman’s team, making it easy to scale.
“Solvea’s AI support agent has effectively resolved our long-standing customer service challenges. Its NPS score of 70 is a clear testament to the success of our partnership.”
— Head of Customer Innovation, Apeman
Results
Apeman built a high-efficiency support experience with Solvea. The AI system resolved 65% of inquiries automatically, while support workload was reduced by 40%. Human agents were able to focus on high-value interactions, and customer satisfaction remained strong with a 70 NPS score. With this intelligent foundation in place, Apeman is well prepared to scale support across more regions and product lines.
