As a globally leading toy drone brand, Holy Stone’s customer service team faces the critical challenge of serving massive consumer demand across multiple time zones and regions. With the company’s rapid growth—expanding toy product lines, diversifying business operations, and entering new domestic and international markets—the pressure on customer support has intensified.

For a brand committed to delivering exceptional shopping experiences and premium service, timely, accurate, and high-quality customer care is non-negotiable. To tackle these challenges, VOC.AI partnered closely with Holy Stone’s customer service department to deploy a dedicated AI agent that delivers reliable, high-performance support for Holy Stone’s global clientele.

Cross-border e-commerce operations are often high-frequency yet mechanical, and Holy Stone is no exception. During new marketing campaigns, customer service teams traditionally spent excessive time answering repetitive queries—such as coupon claims, social media interactions, and discount promotions.

The Problem with Traditional Chatbots

While basic automated responses could address simple "how-to" questions, they failed to adapt to consumers' real needs. For example:

• A customer asking about drone specifications might receive irrelevant coupon instructions
• This mismatch frustrated users and damaged brand trust

VOC.AI's AI-Powered Solution

1. Intent Detection

   • Large language models accurately classify inquiries (e.g., product vs. promotion)

2. Context-Aware Responses

   • Generates natural, human-like replies

   • Avoids repetitive information requests

3. Seamless Escalation

   • Flags unresolved issues for human agents

A senior customer service advisor from Holy Stone's team confirmed: "Where we previously needed 3.5 hours to process these service tickets, we now only require 30 minutes for verification. The AI delivers accurate responses to consumers in most cases, and when exceptions occur, it promptly escalates them to human agents - not only freeing our hands but significantly reducing mental workload as well."

Drone troubleshooting is inherently complex—issues can stem from any component: accessories, GPS systems, the drone itself, batteries, app connectivity, or onboard cameras.

In the GPT-3.5 era, even with extensive knowledge, the AI could only handle basic troubleshooting. It struggled with nuanced customer descriptions like, "The battery isn’t the issue, but something else is still wrong."

VOC.AI’s solution leverages GPT-4o, fine-tuned with deep technical expertise and real-world experience. This allows the AI to:

• Minimize repetitive questions by intelligently using provided information
• Resolve remaining issues by drawing from an ever-improving knowledge base

"Thanks to VOC.AI handling customer interactions, our team can focus on refining the knowledge base," said Holy Stone’s CS lead. "Now, the AI performs initial diagnostics automatically. With Black Friday and Christmas approaching—when troubleshooting requests spike exponentially—quick responses will be critical to reducing return rates. Pre-training the AI ensures we’re ready for these high-volume scenarios."

On every e-commerce platform, customers have the full right to voice their needs and opinions—whether positive feedback or negative complaints. Every product has its strengths and areas for improvement, which is why customers often leave reviews based on their actual experiences.

On Amazon, negative reviews are automatically routed to sellers, and Holy Stone is no exception. When a negative review appears, failure to address it promptly can directly impact product sales.

To tackle this, VOC.AI designed a hybrid human-AI approach for Holy Stone, ensuring flexible solutions that meet real customer needs. This prevents situations where AI might overpromise to customers—a scenario that, if frequent, could drastically escalate the cost of resolving negative feedback.

How It Works

• Human Agents step in with professional, adaptable solutions to promptly address complaints and resolve issues.
• AI Acts as a Follow-Up Manager, automatically tracking cases until the customer confirms resolution via email. → Even during peak hours, no customer concern goes unnoticed thanks to AI support.

Beyond After-Sales: Pre-Sales Matters Too!

Customer service isn’t just about post-purchase support. A significant portion of inquiries are pre-sale product questions. Here’s how VOC.AI helps:

1. AI identifies the desired product/accessory from the customer’s query.
2. Automated systems fetch real-time stock status and purchase links.
3. Instant replies are sent to customers, ensuring 24/7 protection of sales opportunities.

The Impact

• Work efficiency and customer experience have significantly improved at Holy Stone.
• Previously tedious service scenarios are now streamlined and precise.
• Human efforts are reallocated to knowledge upgrades and experience enhancement.

Looking ahead, Shulex and Holy Stone will continue exploring deeper customer experience scenarios, leveraging AI to fuel Holy Stone’s global expansion!