To meet demand, Oceania needed to serve users in both consumer-facing and industrial product lines, from Amazon storefronts to custom B2B orders. However, customer support was limited by staffing constraints and growing training costs. Onboarding a new agent could take over three months, and staff turnover led to frequent service disruptions. Multilingual support was particularly challenging. With limited bilingual agents, Oceania struggled to provide timely responses in languages such as French, Spanish, German, and Japanese. Complex or technical inquiries often required escalation, delaying resolution and straining team capacity.

To scale efficiently, Oceania implemented Solvea’s multilingual AI agent across several of its online stores. The agent automatically classified incoming tickets, suggested replies to agents, and resolved common questions without human involvement. By integrating directly into Oceania’s systems, it allowed for seamless collaboration between AI and human teams. Solvea supported 10 languages, including English, French, Spanish, Italian, and Japanese. This enabled Oceania to extend native-language support across regions without adding headcount. The AI operated 24/7, covering weekends and holidays, ensuring continuous service for international customers.

Since adopting Solvea, Oceania achieved a 5× increase in ticket-handling efficiency. AI-managed tickets averaged under 30 seconds per case, reducing agent workload and improving response times. The company saved the equivalent of 2.37 full-time agents, allowing the human team to focus on more complex and high-value inquiries. Customer satisfaction improved in multilingual markets, especially where live-agent coverage had previously been limited. With Solvea, Oceania now delivers scalable and consistent support globally, driving operational savings and enhancing its international brand reputation.