Help the leading smart car manufacturer to build its Europe customer service center in 2 weeks with Veris Cloud Contact Center Service for its new business expansion

Customer Overview

Under the current global industrial upgrading and AI wave, an international smart car manufacturer is facing more and more challenges. This manufacturer hopes to solidify and grow its market share by providing users with better quality services and wants to use an innovative, unified, and lightweight call center, combined with the latest AI technology, to provide users with efficient, fast, and high-quality services.

Challenge

Faced with an increasingly growing user base and distributed customer channels, the car manufacturer often faces the following challenges before using cloud customer service:

• Distributed user channels make it difficult for companies to centrally manage messages, which can lead to information omissions or delayed responses

• Different response rules seriously affect the consistency of user experience

• Some issues require profound technical knowledge, and user service personnel are unable to provide timely and accurate responses due to a lack of professional training, which affects user satisfaction

• Peak periods can put immense pressure on customer service teams, leading to long wait times and decreased satisfaction

• User data and feedback data from different channels are scattered in various systems, making it difficult to integrate them into a unified data platform for analysis

  
  

Our Solution

We deeply cooperate with AWS to provide this company with a multi-channel customer service platform that is equiped with a comprehensive CRM system and applies the latest AI technology:

1. Multi-channel Customer Service Platform: Support access to enterprise hotlines, emails, online customer service, and other channels to achieve omnichannel information integration. Provide IVR voice navigation, AI robots and other services

2. AI Assistant: Real time voice to text conversion, supporting multiple languages, providing the latest enterprise knowledge base and recommending relevant responses

3. Quality inspection module: Ensure service quality by automatically reviewing and analyzing call records and seat performance

4. Work order & CRM system: Collect all information through an integrated platform to assist in efficient processing of work orders, analyze and manage customer information to improve business quality

Outcome

• Reduce seat demand and save 30% of costs through the unified cloud call center

• The average response time has been reduced from two minutes to 30 seconds, greatly improving customer satisfaction

• AI assistant provides real-time multilingual speech to text services and enterprise knowledge base, reducing training costs. The training cycle has been reduced from three weeks to one week