As Euhomy scaled its global operations, the team recognized that delivering excellent customer experience required more than fast replies. It meant building an intelligent, future-ready support system that could adapt to growing demands while remaining cost-effective. To meet this challenge, Euhomy partnered with Solvea to integrate AI into its support workflows and reimagine the role of its service team.
Challenge
With rapid category growth and operations across major e-commerce platforms, Euhomy’s support team faced increasing complexity. Inquiries spanned all stages of the customer journey, including pre-sales, order tracking, and after-sales support. Handling this variety of issues manually placed significant strain on the team. Leadership also sought to improve service without simply increasing headcount, while building long-term capabilities that could scale with the business.
Solution
Euhomy introduced Solvea’s AI resolution engine through three key components: a centralized helpdesk, an AI-powered virtual agent, and a voice-of-customer analytics platform. The helpdesk system consolidated tickets across channels, improving coordination and visibility. Shortly after, the AI agent was launched to manage common questions and automate replies. Rather than replace staff, Euhomy transitioned its team into AI trainers. Agents took responsibility for knowledge creation, intent refinement, and strategy configuration, ensuring that the AI continued to improve with human oversight.
Results
With the launch of Solvea, Euhomy achieved notable improvements in both customer service efficiency and internal capabilities. The average first-response rate for smart appliance inquiries surpassed 70%, while AI response accuracy remained above 80%, occasionally reaching 100%. Over 90% of AI configuration and tuning tasks were completed in-house by the support team. These results enhanced customer satisfaction and established a strong foundation for scaling AI-powered service across additional product categories.
