{“brandImage”:”https://cdn.shulex-voc.com/shulex/upload/2025-04-17/ccd13bb4-a695-49d3-84ed-31a5e840b17b.png”,”key”:”oceania”,”title”:”Oceania has achieved a fivefold increase in efficiency and saved 2.37 man-hours by introducing the VOC.AI Agent solution. It has also successfully addressed the challenge of multilingual services, significantly enhancing both the efficiency of customer service and customer satisfaction.”,”desc”:”Founded in 2008, Oceania is one of the leading e-commerce trading groups in East China, China. It specializes in cross-border e-commerce as well as the export trade of high-tech materials, fine chemicals, and solar lighting products. Its main sales channels include overseas platforms such as Amazon, Ebay, Walmart, and its self-built websites. Oceania has nearly 10 million users across more than 20 countries and regions, with several product categories holding a leading market share. Its export business serves numerous high-end customers in developed markets like North America, Europe, and Japan, enjoying a high level of reputation.”,”indicator”:[{“value”:”5x”,”desc”:”Faster Support”},{“value”:”2.37″,”desc”:”staff saved”},{“value”:”10″,”desc”:”Multilingual Support Countries”}],”contentList”:[{“title”:”Cooperation Background – Choosing AI Agent to Address Manpower Challenges”,”content”:”As a leader in the e-commerce field, **Oceania places strong emphasis on customer service** as a key driver of brand competitiveness. However, with the rapid **expansion of its customer base and international presence**, the demand for support staff surged, leading to ongoing challenges in **scaling and retaining the customer service team**.\n\nTraining a senior agent for complex products typically requires **up to three months**, while high turnover makes it difficult to maintain service consistency. Managers found themselves trapped in a repetitive cycle of **recruiting and onboarding**, leaving little time for optimization or standardization.\n\nTo address these issues, **Oceania introduced the AI Agent solution**, aiming to **boost efficiency and reduce manpower costs**. AI was expected to save at least one full-time position in the first year, with larger long-term returns.”},{“title”:”Results – Improved Efficiency Across Multiple Channels and Markets”,”content”:”The first-phase rollout delivered impressive results:\n\n- **2.37 FTEs saved**, far surpassing the original goal\n- **25% conversion rate** from AI-powered product recommendations, particularly effective during night shifts and weekends\n- Significant improvements in customer engagement through **multilingual support**, especially on regional sites in **France, Italy, and Spain**, which previously lacked native-language service\n\nPreviously reliant on manual translation tools, Oceania’s customer service now benefits from **accurate, instant AI responses**, leading to a measurable boost in customer satisfaction.\n\n| **Expected Goals** | **AI Capabilities** | **Results** |\n| —————————————- | ——————————– | ———————————————————— |\n| Improve customer service work efficiency | AI Plugin | Install the AI plugin to assist manual processing of work orders, achieving a leap – forward improvement in processing speed. The processing time for a single work order is reduced from 3 minutes to 30 seconds, with a 5 – fold efficiency improvement. |\n| Have multilingual capabilities | 10 Countries Multilingual Support | Enable automatic multilingual replies, covering 10 languages including English, Chinese, Spanish, French, Arabic, Russian, Japanese, Portuguese, Hindi, and German, enhancing customer satisfaction. |\n| Save at least 1 FTE | AI Agent Takeover | AI takes over repetitive tasks, saving 2.37 FTEs of human resources. |\n| AI – powered service at night/holidays | AI Agent Takeover | AI Agent is always on (24/7). It offers non – stop service during night shifts, weekends, and holidays, reducing wait times for a great customer experience. |\n\n\n\n\n\n\n\n”},{“title”:”Customer Feedback – Real Validation from End Users”,”content”:”Beyond internal metrics, what truly stood out was **direct consumer praise**.\n\nOne customer shared:**“Great chatbot… Best I’ve ever seen!”**\n\nThis highlights the maturity of today’s AI. Where businesses once feared poor AI experiences, solutions like **VOC.AI Agent** now reliably handle both **routine queries and complex e-commerce workflows**—proving that AI has moved from “artificially dumb” to **genuinely intelligent**\n\n\n\n”}],”productImage”:”https://cdn.shulex-voc.com/shulex/upload/2025-04-16/16b7b338-2390-4a6c-9700-b05fdf088cdb.png”}