As a pioneer in applying AI technology to e-commerce operations, VOC AI has long been committed to exploring and implementing how AI can empower global brands and enhance intelligent customer service worldwide. Its AI customer service chatbot solution, with a 70% human takeover rate and customized service capabilities, precisely meets Aiper’s need for efficient and accurate customer service.
Aiper’s rich experience in global brand expansion, forward-looking layout in customer service, and active embrace of new AI technologies make it an ideal partner for VOC AI in exploring intelligent customer service solutions. The two parties quickly reached a consensus on cooperation, taking a leading step in the intelligent transformation of customer service.
Based on Aiper’s needs, VOC AI created a new AI customer service chatbot solution for Aiper, successfully building an ALL-IN-ONE digital intelligent customer experience center: a highly intelligent and deeply personalized customer service ecosystem that realizes Aiper’s deep insight and instant response to global customer needs, laying a solid intelligent foundation for Aiper’s long-term development in the global market.
60% AI Response Rate, Intelligent Customer Service Online 24/7, Seamless Takeover
In the process of building Aiper’s customer service system, VOC AI, as the core driving force, conducted in-depth research and participated in every key link of Aiper’s digital intelligent customer service.
Facing diverse e-commerce platforms such as Amazon, AliExpress, and independent sites, Aiper not only actively expanded customer entry points but also created diverse communication channels such as customer service email, product app customer service, and social media, ensuring that every customer’s voice could be heard and responded to promptly.
However, establishing a high-standard customer service system is no easy task, especially in the complex environment of cross-border operations, where 24/7 customer service is a major test of team capabilities. Before the introduction of AI technology, problems such as night shift staff shortages, delayed responses during holidays, and message backlogs during peak promotion periods were severe challenges faced by the customer service team.
Recognizing this pain point, VOC AI built an All-in-One customer service workbench for Aiper. With its mature integration capabilities, it seamlessly gathered Aiper’s customer inquiry information scattered across multiple customer service channels into a unified VOC AI ticket platform, achieving 24/7 AI takeover and unified multi-channel response, ensuring centralized information management and efficient flow.
Through the introduction of AI customer service chatbots, 65% of routine inquiries can be automatically identified and processed, meaning that out of every 10 messages received, 4 can be directly handled by AI, significantly improving customer service response speed. Only the 6 messages with more complex and time-consuming processing procedures need to be handled by human agents. This not only reduced the burden on human customer service but also saved 40% of labor costs for the company, achieving a double leap in service efficiency and quality.
Stable and Efficient User Interaction Experience, Continuously Meeting and Exceeding Customer Expectations
The core difference between human customer service and AI customer service is mainly reflected in the complexity of intelligent processing and the depth of emotional communication. Often, people jokingly refer to “artificial intelligence” as “artificial stupidity,” believing that AI still has limitations in understanding context and accurately matching questions with answers, sometimes resulting in mismatched responses to questions.
As an innovator prioritizing user experience, Aiper carefully considered the potential emotional challenges from users when initially introducing VOC AI AI customer service chatbots, believing that if AI customer service would cause user dissatisfaction, it would be better not to use it. To address this, VOC AI took the lead in deploying a post-conversation NPS scoring system as a standard to measure the impact of new technology on user experience.
After rigorous testing and verification of the first phase of the project, VOC AI AI customer service chatbots achieved an overall user satisfaction rate of over 70%. This data indicates that AI customer service can now match traditional human customer service in problem-solving rates, and despite the inherent challenge of lacking emotional communication, it has reached a new height of intelligent service that aligns with user expectations through accurate responses and efficient service.
Aiper’s innovative customer service manager commented: “VOC AI AI customer service chatbots not only solved our long-standing customer service problems, but their high NPS score of 70% is also the best proof of the effectiveness of our cooperation.” He further pointed out that VOC AI AI customer service has two particularly significant core advantages: First, through an intelligent diversion mechanism, it effectively alleviates the repetitiveness and inefficiency in security product inquiries, responds to customer needs in real-time, guides users to solve common problems independently, significantly shortens waiting times, and greatly reduces user dissatisfaction.
Second, relying on the powerful capabilities of the GPT large model, VOC AI AI customer service can automatically supplement the knowledge base, ensure accurate replies, and continuously optimize after human review, eventually forming Aiper’s exclusive knowledge base, ultimately creating an efficient knowledge cycle. What’s more exciting is that its highly intelligent and humane design in tone and wording has won widespread praise from customers, exploring new possibilities for emotional communication in AI customer service.
Based on these outstanding performances, Aiper expressed unlimited anticipation for the future of VOC AI AI customer service, planning to deeply integrate its capabilities into more product lines, creating new heights in customer service quality and efficiency with the timeliness of intelligent responses and the wisdom of continuously optimizing the knowledge base. VOC AI AI customer service chatbots will become an indispensable intelligent partner for Aiper’s customer service team.
In the future, as more categories of customer service chatbots come online, and customer interaction forms innovate and enrich, Aiper will continue to promote the improvement and expansion of a fully intelligent customer experience ecosystem, enhancing the understanding and response capabilities to customer needs, leading the industry towards more intelligent and humane service directions.
VOC AI will continue to be Aiper’s solid partner, with AI as the core driving force, upholding the core concept of “service with heart,” providing the strongest support for Aiper, helping Aiper achieve a higher level of enterprise digital intelligent transformation, and jointly creating a new chapter in the digital intelligent era.