A smart home brand
The brand's portfolio covers more than 80 SKUs across smart speakers, security and lighting, with users in China and overseas. As shipments grew, after-sales inquiries multiplied. Most were questions the manual already answered, such as how to connect the device to Wi-Fi or what a blinking indicator meant, yet users would not open the manual.
- Key results
- Self-service resolution 71% · After-sales labor cost down 58% · Overseas response instant, multilingual · New product knowledge onboarding 1 day
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About 2 million users worldwide, more than 80 SKUs. Products used: ZClaw Knowledge enterprise knowledge hub, ZClaw Service AI customer service, ZClaw AI live chat
The problem
After-sales agents were buried under repetitive, simple questions, with long queues in peak season. Overseas support relied on outsourced translated agents, which responded slowly and gave inconsistent answers. Solutions to newly seen faults lived only in senior engineers' heads, so new staff had nowhere to start when a ticket arrived. After-sales cost rose year after year, eating into hardware margin.
Our solution
We built a device knowledge base: manuals, fault codes, installation videos and historical tickets were all structured and ingested. A multilingual AI after-sales assistant was connected to the app, the website and the official account to guide users through self-diagnosis. Anything the AI could not solve was automatically classified into a ticket, and the resolution flowed back into the knowledge base, forming an after-sales flywheel that gets smarter with use.
Implementation
- Weeks 1-3
Review documentation across the whole product line and 100,000 historical tickets to extract high-frequency questions.
- Weeks 4-7
The device knowledge base goes live; the AI after-sales assistant is connected to the app and website for a pilot.
- Weeks 8-11
Integrate the ticketing system and establish automatic classification, routing and knowledge capture.
- Week 12 on
Extend to 9 languages for overseas markets and launch device data insights.
Verifiable results
under 15%→71%
baseline→down 58%
24 hours+→instant, multilingual
2 weeks→1 day
* Results describe this project; actual outcomes vary with each company's baseline and scope.
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