SKF
Automotive Parts
SKF is a prominent ecommerce company known for producing premium automotive parts. Having been on the market for about a decade, SKF has established itself as a leading and progressive company within the automotive ecommerce industry.
Despite its success, SKF had started to encounter significant challenges in customer support.
Specifically, its diverse international customer base across various time zones and languages made it difficult to provide effective and timely customer service.
In addition, many of SKF’s products are very technical in nature.
SKF customer service agents initially tried to manually translate customer questions and SKF responses using Google Translate and DeepL.
Details, however, were literally being lost in translation, and customer satisfaction was declining as a result.
Recognizing the need for a more effective solution, SKF explored various AI-based customer service tools. They evaluated over ten different alternative solutions, seeking a tool that could handle their specific challenges related to language diversity and time zone differences.
SKF chose Gleen AI for several reasons:
After implementing Gleen AI, SKF observed:
-Davit Lomidze, CEO of Global Software Solutions, SKF’s development and outsourcing partner.
Gleen AI has significantly transformed SKF customer support function, leading to doubled metrics in customer satisfaction and efficiency.
This case study highlights how generative AI can effectively address complex challenges in customer service environments, particularly for ecommerce companies operating on a global scale, and help human customer service agents up-level their skills.