Solvea AI Agent

By partnering with VOC.AI, Hoome has leveraged AI to significantly enhance the customer experience. The company's customer service team has successfully transformed into AI trainers, driving a comprehensive upgrade of the customer service system.

Founded in 2020, Hoome is a professional cross-border consumer goods brand operation company that integrates product development, manufacturing, and global sales. The company specializes in delivering innovative and high-quality home appliances to international markets. The founding team began building cross-border e-commerce brands in 2016 and has since established a leading brand operation system within the industry. With nearly a decade of experience, Hoome’s core team has successfully launched multiple consumer brands online, reaching annual sales of over RMB 1 billion (approximately USD 140 million). Hoome currently focuses on household ice-making and ice-storage products and is actively expanding into the broader small home appliance category. Committed to innovation, sustainability, and user-centric design, the company aims to provide global consumers with healthy, eco-friendly, and energy-efficient solutions that promote a refreshing lifestyle. With a clear three-year vision, Hoome is striving to become the No.1 online brand in the global ice-making and ice-storage appliance market.

70%

AI First-Round Response Rate

80%

AI Recovery Accuracy

90%

AI Configuration & Tuning Coverage (In-House)

AI-Powered Partnership: Enhancing Customer Experience through Innovation

In the global cross-border e-commerce landscape, customer experience is a key driver of brand competitiveness. Recognizing this, Hoome has prioritized service excellence as a core strategy to stand out in an increasingly competitive market.

To achieve this, Hoome has partnered with VOC. AI, integrating advanced AI technologies to optimize its customer service system and deliver a fully upgraded customer experience.

As part of the collaboration, Hoome has adopted three of VOC.AI’s core AI products: VOC, Helpdesk, and the AI agent.

VOC: VOC consumer insights powered by AI help hoome quickly understand consumers' voices. Through consumers' original feedback, it can identify product strengths, weaknesses, and areas for improvement, thus optimizing the product experience.
Help desk: VOC.AI Helpdesk enables Hoome to achieve omnichannel cross - border customer service. It seamlessly integrates various channels, including live chat on the independent website, multiple customer service email addresses, and other customer service platforms.
AI Agent: The AI customer service robot solves Hoome's Knowledge - Accumulation problem and fills the service gap on weekends and night shifts. As an assistant to human agents, it handles basic customer service issues.

Cooperation Achievements - Dual Improvement in Organization and Capability

On April 30, 2024, Hoome officially implemented the VOC.AI (Helpdesk) system across its customer service team. This significantly enhanced the coverage and response speed of customer service. Subsequently, on July 1, 2024, VOC.AI Agent was successfully launched, further optimizing the customer service process. The smooth implementation of these two projects marked Hoome's official entry into the AI - driven Customer Service 1.0 stage. Through cooperation with VOC.AI, Hoome has not only completed an important upgrade in organizational structure but also achieved remarkable results in customer service capabilities:

Organizational Achievements: The customer service team has successfully transformed into AI trainers. They have built a comprehensive AI knowledge base and set customer service process strategies.
Capability Achievements: After the launch of VOC.AI Agent for Hoome's small home appliance category, the average first - round response rate exceeds 70%, and the average response accuracy rate is over 80%, with a peak of up to 100%. This has greatly improved customer service efficiency and customer satisfaction. These achievements have not only brought Hoome's customer service into the AI era but also laid a solid foundation for its future business expansion and brand growth.

Team Building - The Entire Customer Service Team Has the Ability to Transform into "AI Trainers"

Hoome has a professional cross - border e - commerce customer service team. They actively respond to and solve customer inquiries and problems from major cross - border e - commerce platforms, covering pre - sales, in - sales, and after - sales services.

Some people may worry that an AI project in the enterprise will "take away" their jobs. In fact, this is not the case. After the launch of this AI project, the entire customer service team of Hoome has the ability to transform into "AI trainers". 90% of the AI configuration and tuning work is independently completed by the customer service team, including knowledge writing, knowledge optimization, strategy tuning, intention optimization, etc. Their excellent data also prove to us that to make good use of AI, it's not about spending more money, but about everyone understanding and using AI .

Future Prospects - Multi - Dimensional Expansion, Opening the Era of AI - Powered Services for All Product Categories

In the future, VOC.AI will continue to deepen its cooperation with Hoome and further expand the application of AI technology in customer service and experience upgrading.

Expansion of Service Touchpoints: In the future, there are plans to expand the AI Agent system to email, chat, and telephone ends, achieving seamless integration of multi - touchpoint services.
Expansion of Service Categories: In addition to the existing small home appliance category, an AI - powered intelligent customer service for the home furnishing category will be launched, creating an intelligent service system for all product categories.
Expansion of Service Scope: From the current static AI question - answering service, in the future, it will be further expanded to an AI - enabled after - sales processing closed - loop, providing a more comprehensive and intelligent service experience for global customers. The successful cooperation between Hoome and VOC.AI demonstrates the huge potential of AI technology in customer service. In the future, the two parties will continue to uphold the spirit of innovation, focus on customer experience, and continuously enhance brand value through intelligent technology.