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.
Training 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.
To 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.
The first-phase rollout delivered impressive results:
- 2.37 FTEs saved, far surpassing the original goal
- 25% conversion rate from AI-powered product recommendations, particularly effective during night shifts and weekends
- Significant improvements in customer engagement through multilingual support, especially on regional sites in France, Italy, and Spain, which previously lacked native-language service
Previously reliant on manual translation tools, Oceania’s customer service now benefits from accurate, instant AI responses, leading to a measurable boost in customer satisfaction.
| Expected Goals | AI Capabilities | Results |
|---|---|---|
| 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. |
| 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. |
| Save at least 1 FTE | AI Agent Takeover | AI takes over repetitive tasks, saving 2.37 FTEs of human resources. |
| 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. |
Beyond internal metrics, what truly stood out was direct consumer praise.
One customer shared:“Great chatbot… Best I’ve ever seen!”
This 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
