Founded in 2010, Songmics Home has grown into one of the world’s leading home furnishing brands, offering furniture, pet products, and storage solutions. With customers spread across over 70 countries and regions, the company handles large furniture, fragile items, and bundled sets, often shipped through multiple carriers and channels.
Challenge
Logistics inquiries made up 40%–60% of daily customer consultations. The service team needed to track orders across multiple carriers, manage after-sales logistics cases, and handle special requests such as address changes or cancellations. Without a unified system, agents had to switch between multiple platforms, which increased handling time and made it difficult to ensure fast, consistent, and accurate responses, especially during peak periods.
Solution
Songmics Home partnered with Solvea to build an AI-powered logistics service solution tailored to its global operations. The system modularized logistics processes into dedicated AI Agents for order verification, shipment tracking, after-sales resolution, and special case handling. By integrating directly with Songmics Home’s internal ticketing system, Solvea consolidated multi-channel data, retrieved order details, and triggered the right resolution automatically. AI training, based on the company’s policies and historical cases, ensured accurate and scenario-specific responses across all markets.
Results
Since implementing Solvea, Songmics Home has achieved a 49% AI response rate, with Logistics Agents handling 68% of logistics-related inquiries and an AI accuracy rate of 92%. Response times in certain logistics scenarios dropped from minutes or hours to seconds, improving customer satisfaction and enabling human agents to focus on complex, high-value interactions.
