As a fast-growing brand in the smart security and AIoT market, unibuying has built a strong global presence through continuous product innovation and a brand-first operating strategy. As competition intensified across international e-commerce platforms, customer experience became a critical differentiator. To sustain growth and protect product ratings at scale, unibuying partnered with Solvea to modernize its customer service operations and turn support from a cost center into a driver of long-term value.
As global sales expanded, unibuying faced a rapid increase in customer inquiries related to product setup, troubleshooting, usage guidance, and after-sales support. A large share of tickets involved repetitive technical issues that required fast, accurate responses. Delayed handling or inconsistent replies risked escalating into negative reviews, directly impacting product ratings and conversion performance.
At the same time, the growing volume of tickets placed increasing pressure on the customer service team. Manual handling of standard cases consumed significant time and labor, driving up operational costs and limiting the team’s ability to focus on high-risk complaints, customer retention, and service-driven optimization. unibuying needed a scalable, compliant, and intelligent solution that could standardize service quality while reducing human workload.
unibuying partnered with Solvea to adopt an AI-first customer service model in which all incoming tickets are initially handled by AI agents. Solvea’s system prioritizes automated resolution for standard inquiries, while intelligently routing complex or high-risk cases to human agents. This hybrid approach significantly improves response speed while ensuring service quality and compliance with platform policies.
Solvea also deployed scenario-specific AI agents tailored to smart security use cases, covering pre-sales consultation, order tracking, product troubleshooting, and after-sales support. Integrated quality control mechanisms and platform rule safeguards ensure consistent, compliant responses across global markets. With AI handling the majority of routine tickets, human agents can focus on customer relationships, escalation management, and operational improvement.
With Solvea, unibuying achieved a 64 percent AI handling rate, resulting in more than 50 percent labor cost savings across customer service operations. By combining fast AI responses with targeted human intervention for sensitive cases, the brand reduced the monthly negative review ratio of key products by 0.6 percent, supporting more stable product ratings and improved conversion performance.
Beyond efficiency gains, the transformation enabled a shift in team roles. Customer service evolved from repetitive ticket handling to a value-driven function that supports rating stability, customer satisfaction, and data-driven optimization. unibuying continues to expand AI-driven workflows with Solvea, strengthening its global service capability and building a sustainable competitive advantage in the smart security market.
