Tanlink Tech has long viewed customer experience as a core pillar of its brand competitiveness. Guided by the principle of “product as service”, the company continuously seeks to improve efficiency while delivering superior support to its global customers. Facing 100 percent annual growth and the complexity of serving multiple markets, Tanlink turned to AI to strengthen its service infrastructure. Partnering with Solvea, the AI resolution engine for e-commerce, Tanlink introduced an innovative model that integrates human expertise and AI agents to enhance both efficiency and customer satisfaction.
Through its collaboration with Solvea, Tanlink Tech embedded AI agents directly into its customer experience organization. Solvea’s team helped the company consolidate data across multiple systems and build a structured knowledge graph, transforming fragmented information into an intelligent foundation for service operations. The Solvea AI agents now handle hundreds of daily inquiries across Tanlink’s two main brands, operating 24 hours a day to cover holidays and overnight periods. They manage standardized requests such as product usage guidance, troubleshooting, and purchase consultation with more than 82 percent accuracy. Advertising-related tickets are automatically identified and resolved, exceeding twenty per day, while complex cases are seamlessly transferred to human representatives with full context.
The collaboration also redefined team roles within Tanlink’s support organization, enabling human agents to focus on higher-value customer engagement and act as AI trainers who refine knowledge inputs and turn operational experience into scalable digital assets. This new human-AI model has significantly enhanced service capacity, accuracy, and organizational efficiency, marking a major step toward a fully intelligent support ecosystem.
With Solvea, Tanlink has built a 24/7 intelligent service model that combines speed, precision, and scalability. The company maintains an AI accuracy rate above 82 percent, reduces manual workloads, and improves overall customer satisfaction. The AI agents continuously learn from new cases, ensuring that the knowledge base grows stronger and more relevant over time.
Tanlink Tech’s collaboration with Solvea marks a major step toward a fully intelligent customer experience organization. The company continues to expand AI applications in order management, risk monitoring, and proactive support, shaping a service ecosystem designed for sustainable global growth.
