{“brandImage”:”https://cdn.shulex-voc.com/shulex/upload/2025-05-20/00dd3892-df3b-45c4-8400-615b7dc45c9d.png”,”key”:”aosom”,”title”:”Aosom is using VOC.AI to deliver standardized and consistent service experiences for global users”,”desc”:”Aosom, established in 2013, stands as one of China’s leading cross-border e-commerce export enterprises. The company specializes in home furnishings, outdoor gear, sporting goods, children’s toys, and pet supplies among other categories, primarily serving consumer markets in Europe and North America.”,”indicator”:[{“value”:”Full”,”desc”:”Integration of omnichannel Ticketing System”},{“value”:”Precise”,”desc”:”Knowledge Management”},{“value”:”50%+”,”desc”:”AI Resolution Rate for Logistics Query”}],”contentList”:[{“title”:”At a Glance – Aosom is Faced with Great Challenges in Delivering Customer Service for Global Customers”,”content”:”Aosom is running multiple product lines from home furnishing, outdoor gears to fitness equipment across different countries and regions. Its large yet still-growing customer base and massive volume of customer inquiries have placed immense pressure on its existing customer service team. At the meantime, the team is also faced with challenges in service quality control and management as it’s integrating more channels in its customer service system.\n\nRunning customer service across different platforms, countries, languages, and brands makes things way more complicated. For instance, a customer might buy a product on Amazon, and email the support team for help, hops on live chat with agents when they’re not satisfied. This back-and-forth across borders and channels is super common but creates major headaches for keeping service quality consistent.\nOn the other hand, dealing with mountains of service tickets meant they had to keep growing their support team. But the cost of hiring, training, and managing is high.\nAosom wasn’t about to just keep doing things the old way. They started investing in AI early on to level up their game. To break through the bottlenecks of traditional customer service, they teamed up with VOC.AI. With the implementation of a unified ticketing management system that enabled deep integration of service workflows across all communication channels, Aosom established seamless interoperability between previously siloed platforms and becomes able to provide standardized and consistent customer service for global users.\nAt the meantime, VOC’s AI agents are deployed to handle routine inquiries through automated responses, and answer complicated post-sales and logistics queries. This ensures cross-border consumers receive consistent, professional support 24/7.\n”},{“title”:”Omnichannel Integration – Build One Platform for All Touchpoint of Customer Service Workflow”,”content”:”Operating across seven key markets – the United States, Germany, the United Kingdom, Canada, France, Italy, and Spain – Aosom delivers comprehensive customer support through service tickets, emails, live chat, and phone calls. While this multi-channel approach effectively serves global consumers with product inquiries, post-purchase support, and delivery tracking, managing operations across different platforms created significant challenges. Customer service teams frequently switched between systems, leading to extended resolution times, particularly during peak seasons when response speeds became constrained.\nTo address these challenges, VOC.AI developed an integrated customer service platform for Aosom. The solution combines all communication channels into a single interface, allowing agents to efficiently handle diverse requests ranging from product specifications to delivery updates and installation guidance. Advanced AI routing automatically assigns tickets based on factors like urgency, language requirements, and agent expertise, which has significantly improved response times and resolution quality.\nThe transformation has yielded measurable improvements: Service efficiency increased dramatically as agents reduced time spent navigating multiple systems, while the elimination of information silos cut operational costs. The centralized platform now tracks every customer interaction, enabling consistent service delivery across regions and creating valuable consumer insights that inform both service optimization and product development strategies.\n\n\n”},{“title”:”Differentiated Knowledge Management: Tiered Knowledge Base Architecture for Precision Service Delivery”,”content”:”Aosom’s global operations across diverse platforms, storefronts, and markets generate sophisticated knowledge management requirements. A single knowledge framework proves inadequate to address regional nuances. This complexity necessitates localized knowledge ecosystems.\nThrough VOC.AI’s adaptive configuration solution, Aosom implements a flexible strategy configuration solution:\nUniversal foundational knowledge including standardized product descriptions and installation guides across all platforms\nPlatform-specific policy rules such as targeted refund policies and exclusive after-sales processes customized for individual marketplace requirements\n\nThe tiered knowledge base architecture has many advantages:\n● Unified foundational knowledge ensures consistent and standardized service across all touchpoints\n● Platform-specific configurations enhance service precision and professional expertise alignment\n● Modular management enables rapid knowledge updates, allowing immediate adjustments when platform policies change\n● Streamlined agent onboarding accelerates proficiency through clearly structured platform-specific service guidelines\nLeveraging VOC.AI’s AI agents, the system accurately identifies customer intent and automatically retrieves optimized solutions from relevant knowledge base. In high-frequency scenarios like product inquiries and warranty checks, AI Agent can provide platform-compliant responses in a fast and accurate way.”},{“title”:”Logistics Inquiry Automation: Intelligent Service Upgraded via SOP-Integrated Order Systems”,”content”:”Aosom is faced with massive logistics inquiries, and its logistics tickets account for 30% of its total tickets daily. Complex logistics scenarios – including package tracking, delivery status checks, and abnormal package handling – required continuous processing, particularly for large furniture orders involving coordinated multi-carrier deliveries and split shipments. In traditional workflows, agents constantly switched between ERP, logistics, and order management systems, often spending dozens of minutes resolving a single ticket.\nWith full implementation of logistics SOP automation, the logistics inquiry agent now:\n● Automatically handles high-volume daily inquiries\n● Automatically identifies logistics status in real-time\n● Processes requests intelligently based on predefined SOPs\n● Provides 24/7 automated logistics tracking and issue recognition\nThis transformation significantly reduces repetitive human work while improving customer experience and reducing costs.\nVOC.AI’s AI agent now resolves over 50% of Aosom’s logistics inquiries through AI automation, delivering precise logistics updates and personalized responses tailored to specific shipment statuses. This capability effectively addresses customer concerns, particularly for large or multi-package orders where the AI identifies and categorizes each parcel’s details. By quickly pinpointing issues like missing components or split deliveries, it significantly reduces post-sale costs from shipping disputes.\nDuring peak shopping seasons like Black Friday and Christmas, VOC.AI’s AI agent delivers amplified value by handling surging logistics inquiries while maintaining service quality. Its seamless integration across channels enables efficient operations that boost productivity and reduce costs.\nThrough this intelligent digital workforce, VOC.AI continues empowering Aosom to build a professional, tech-driven customer service ecosystem. By advancing cross-border e-commerce innovation, more global consumers experience convenient, thoughtful shopping journeys – moving closer to Aosom’s vision of \”bringing smart living solutions to every home worldwide.\””}],”productImage”:”https://cdn.shulex-voc.com/shulex/upload/2025-05-20/be6ff1eb-3326-4ffa-b52f-b17ba956301d.png”}