As a fast-growing gaming hardware brand, GameSir supports a global player base across multiple regions and online sales channels. Its product portfolio includes dozens of controller models designed for different platforms, creating a wide range of usage, compatibility, and configuration questions. As customer demand increased, inquiry volume surged across channels, putting pressure on the customer service team to maintain fast, accurate, and consistent support at scale. To address this challenge, GameSir partnered with Solvea to build an AI-driven customer service system designed to handle high-volume technical inquiries efficiently.
GameSir’s customer support operations were spread across multiple channels, including direct-to-consumer communication, marketplace messaging, and social platforms. A single inquiry often required agents to switch between several systems to retrieve product details, historical conversations, and technical guidance. This fragmented workflow slowed response times and increased the risk of inconsistent or incomplete replies, particularly during peak periods and weekends.
Many inquiries were repetitive but highly technical, involving controller compatibility, setup instructions, firmware issues, and gameplay configuration. Handling these questions manually consumed significant agent time, led to overtime, and made it difficult to scale support coverage globally while maintaining service quality and customer satisfaction.
GameSir collaborated with Solvea to deploy AI agents across its primary customer touchpoints, enabling automated handling of high-frequency technical inquiries. The AI system was connected to product knowledge, historical service data, and internal workflows, allowing it to accurately identify user intent and deliver context-aware responses for common usage, configuration, and troubleshooting scenarios.
Solvea also helped GameSir build a unified knowledge base and standardized response logic. With multilingual capabilities and 24/7 availability, the AI agents handle the majority of incoming inquiries autonomously while routing complex or edge cases to human agents with full context. This hybrid model reduced system switching, improved response consistency, and significantly lowered the operational burden on the support team.
With Solvea, GameSir achieved an AI involvement rate exceeding 95 percent, enabling AI agents to handle the vast majority of customer inquiries across global channels. Response accuracy consistently exceeded 80 percent, ensuring reliable and professional guidance for common gaming hardware questions while preserving brand tone and quality.
The AI-powered service model improved response speed, reduced agent overtime, and stabilized service quality during peak demand. By automating repetitive technical inquiries and unifying support workflows, GameSir established a scalable customer service foundation that supports continued global growth and delivers a better experience for gamers worldwide.
