As a pioneer in applying AI technology to e-commerce operations, VOC.AI has long been committed to exploring and implementing AI solutions to empower brands’ global expansion and enhance the intelligence of customer service worldwide. Its AI-powered customer service bot, with an impressive 70% human handover rate and customization capabilities, perfectly aligns with Apeman Tech's demand for efficient and precise customer support.

With Apeman Tech’s extensive experience in overseas brand growth, forward-thinking approach to customer service, and proactive adoption of AI innovation, it became the ideal partner for VOC.AI in developing intelligent customer service solutions. The two companies quickly reached a collaboration agreement, taking a leading step in AI-driven customer service transformation.

Based on Apeman Tech’s needs, VOC.AI developed a next-gen AI customer service solution, successfully building an All-in-One Digital Customer Experience Center—a highly intelligent and deeply personalized service ecosystem. This enables Apeman Tech to gain in-depth insights into global customer needs and deliver real-time responses, laying a solid AI-powered foundation for its long-term growth in international markets.

As the core driver behind Apeman Tech's customer service transformation, VOC.AI conducted in-depth research and actively participated in every critical phase of building its intelligent customer service ecosystem.

Challenges & Solutions

Pre-AI Challenges:

• Multi-platform operations (Amazon, AliExpress, DTC sites) required diversified support channels (email, in-app chat, social media DMs)
• Critical pain points:
  • Nightshift staffing gaps
  • Holiday response delays
  • Peak-season message backlogs

VOC.AI's AI-Driven Solution:

1. Unified Omnichannel Hub

   • Integrated all fragmented inquiries (from multiple platforms) into a single Ticket Platform
   • Enabled 24/7 AI auto-response with consistent cross-channel messaging

2. Intelligent Triage System

   • AI Agent handles 65% routine queries (4 out of 10 messages resolved autonomously)

   • Only 35% complex cases (6/10) escalated to human agents

3. Tangible Outcomes

   • 40% labor cost reduction - greatly reduced the workload of human agents

   • Human agents refocused on high-value service scenarios

   • Guarantees efficiency and quality at the same time

VOC.AI delivers Second-Level Response in Oasis - Apeman's App

The fundamental difference between human and AI customer service lies in the complexity of intelligent processing and the depth of emotional engagement. While AI is often mockingly called "artificial stupidity" due to occasional context misunderstandings or mismatched answers to questions, Apeman Tech – as a user experience pioneer – took proactive measures to address these challenges when implementing VOC.AI's AI Agent.

Key Strategies

1. Emotion-Aware Deployment

   • Initially hesitant about AI's potential to frustrate users, Apeman Tech adopted VOC.AI's post-interaction NPS scoring system to quantitatively assess AI's impact.

2. Performance Validation

   • Phase 1 testing proved the AI Agent achieved:
     • 70%+ overall satisfaction rate (matching human agent levels)
     • Problem-resolution parity with traditional support
     • Compensated for emotional gaps through:
       • Precise query understanding
       • Hyper-efficient service delivery

He further highlighted two standout advantages of VOC.AI's AI agent:

1. Intelligent Query Triage By implementing a smart routing mechanism, it effectively addresses repetitive and inefficient inquiries about security products. The system:

• Provides instant responses to customer needs
• Guides users to self-solve common issues
• Significantly reduces wait times
• Dramatically lowers customer frustration

2. GPT-Powered Knowledge Optimization Leveraging advanced large language models, VOC.AI's AI agent:

• Automatically enriches its knowledge base to ensure reply accuracy
• Continuously improves through human-reviewed updates
• Builds Apeman's proprietary knowledge repository
• Establishes a high-efficiency learning loop

Notably, its highly natural tone and humanized phrasing have earned widespread customer acclaim, pioneering new possibilities for emotionally intelligent AI interactions.

Looking Ahead

Impressed by these results, Apeman Tech envisions deeply integrating VOC.AI's AI agent across more product lines. By combining real-time responsiveness with ever-evolving knowledge, they aim to redefine the benchmarks for service quality and efficiency. VOC.AI's AI Agent is set to become an indispensable intelligent partner for Apeman's customer service team.