At the 2023 Feishu "AI Future" Autumn Release Conference, Anke Innovation founder and CEO Yang Meng delivered a keynote speech titled "From Knowledge Search to Knowledge Dialogue: Building an AI-Driven Learning Organization." Yang Meng stated, "Through collaboration with the Shulex AI Intelligent Customer Service Robot, it has helped us solve at least 70% of customer service tasks."

In fact, Anke has over 300 customer service agents globally, handling over 10,000 email and phone inquiries daily in multiple languages like English, German, and Japanese. Collaborating with Shulex, Anke has achieved nearly 70% automation in email responses based on knowledge base and agent autonomy. This includes handling refunds, replenishments, invoice generation, and system operations without human intervention. Additionally, when new products launch, a simple knowledge base refresh seamlessly provides email and chat support in 10 languages, available 24/7 with responses within 1 minute.

"We plan to extend automation to call services next year, providing our users with the best service experience," added Yang Meng.

Globalization's "high-star, high-cost" customer service pain points:

In the era of globalization, brand success in foreign markets requires more than just market entry; it demands deep connections with local customers and building a positive reputation. Anke Innovation has consistently upheld a reputation strategy, achieving average product ratings above 4.5 stars in multiple markets and often leading global brand rankings.

However, as international businesses expand, the trend towards multilingual and multi-channel brand strategies necessitates consistent global customer service experiences while ensuring timely service level agreements (SLAs). Consequently, many international brands are shifting from integrated operations to establishing independent customer experience centers.

Yet, this high-stakes strategy, while ensuring high ratings, may face several challenges:

- Language and cultural barriers

- Time zone differences and 24/7 support

- Technology and platform integration

- Cost considerations of outsourcing versus internal teams

- Regional data security and standards

Intelligent Efficiency: Balancing Quality and Quantity

As Yang Meng aptly noted, "AI won't replace humans, but those not using AI will be replaced by those who do."

Embracing AI and leveraging intelligent robots play a crucial role in improving efficiency and quality in cross-border customer service. Anke Innovation's collaboration with Shulex has enabled automation across global customer service, achieving over 70% issue resolution and ensuring accuracy and customer satisfaction.

In the new era of intelligent customer service robots, several traits contribute to their ability to support brand globalization effectively:

- Knowledge base and product expertise integration

- Automated processes and AI training

- Multilingual support and round-the-clock availability

- Accuracy and customer satisfaction metrics

By harnessing the power of AI-driven customer service, brands can navigate the challenges of globalization while delivering exceptional experiences to customers worldwide.

2-Minute Exclusive Robot Auto-Generation: Intelligent Robot Training on Enterprise Data and External Information, Automatically Parsing into FAQs, Realizing Intelligent Service through Multi-Modal Service Channels

Exclusive Knowledge Systems for Multiple Industries Going Global: Cross-border e-commerce, Gaming, and Financial Industries Collaborate to Build Exclusive Industry Knowledge Bases and AI Models

Autonomous Knowledge System Learning with High Accuracy: Importing Files, Public Links, Email Touchpoints, Service Tickets, Absorbing Knowledge from Multiple Channels, Customer Service Solves Up to 80%

Empowering Multi-Service Touchpoints with Intelligence: Integrating Mainstream Service Platforms Zendesk, Intercom, Tido. Intelligence Empowered, No Change to Current Processes and Tools

Smooth Switching Between Human and Machine Customization: Intelligent Customer Service Robots Close Complex Customer Complaints, Seamlessly Switch to Human Service, Providing Excellent Customer Experience from Troubleshooting to Resolution

More Features to Empower Global Intelligentization: Multilingual Support Service Knows No Bounds, Industry Intent Customizes Exclusive Service Strategies, Plug-and-Play Plugins Cover Independent Sites and Amazon

As Anke Innovation Founder and CEO Yang Meng said, "The past was the Internet+ era, and the future will definitely be the AI+ era." A truly leading enterprise needs to keep learning, embrace, and practice new trends. For brands going global, service is the best window for communicating with consumers. We need to improve efficiency and reduce costs through AI capabilities. Similarly, we also need to ensure consistency between brand awareness and consumer experience through AI capabilities, achieving unity of brand and efficiency.