Your Personal Sports Service Officer! Xtep’s Customer Service AI Agent Now Live!

文章摘要：Recently, Xtep, a leading domestic sportswear enterprise, and Udesk, a benchmark enterprise in the AI service sector, officially entered into a deep strategic cooperation. The core initiative is to fully upgrade Xtep's existing traditional customer service robots to all-scenario adaptive AI agent customer service robots.

Recently, Xtep, a leading domestic sportswear enterprise, and Udesk, a benchmark enterprise in the AI service sector, officially entered into a deep strategic cooperation. The core initiative is to fully upgrade Xtep's existing traditional customer service robots to all-scenario adaptive AI agent customer service robots.

This collaboration focuses on two core scenarios: internal employee services and external consumer services. Through the AI agent layout of "category segmentation+omnichannel integration", it accurately addresses multi-scenario service pain points, builds an efficient and collaborative end-to-end intelligent service system, and sets a new industry benchmark for the digital service transformation of sports brands.

Business Background: Prominent Service Pain Points

As a national brand deeply rooted in the sports field, Xtep has a core positioning of "professional sports, fashion trends". Its business covers adult footwear and apparel, children's sportswear and other categories, with thousands of offline stores and diversified online channels such as official websites and member mini-programs, forming an "online + offline" omnichannel pattern. With business expansion and consumption upgrading, service-side pain points have become prominent, becoming a key bottleneck restricting brand experience improvement.

01 Internal Scenarios: High Barriers in Category-Specific Service, Insufficient Employee Empowerment

Xtep store employees face significant category-specific service barriers: the product knowledge systems for children's apparel and adult footwear/apparel are vastly different. Children's categories require precise mastery of size comparisons, safety fabric standards, growth stage matching suggestions, etc., while adult categories focus on sports technology, functional fabrics, scenario-based adaptation (such as running, fitness) and other information.

Moreover, with frequent new product iterations and dynamic adjustments to store management, employees need to quickly retrieve accurate information when serving customers. The problems of lagging traditional customer service responses and scattered knowledge retrieval lead to low service efficiency and slow onboarding of new employees.

02 External Scenarios: Poor Experience Due to Channel Fragmentation, Service Efficiency Needs Improvement

Consumer inquiry needs are scattered across multiple channels, while the original customer service system is in a state of "channel fragmentation". The customer service robots on the official website, member center, and official mall are independent of each other, forming "information silos". Consumers need to repeatedly describe their problems when consulting across channels, resulting in a fragmented experience.

At the same time, traditional robots can only answer simple keyword-matching questions and cannot handle complex needs such as "order logistics tracking", "return and exchange policy interpretation", and "member benefit inquiries". A large number of standardized questions occupy human agent resources, leading to high labor costs, long consumer waiting times, and urgent need to improve customer satisfaction.

Udesk  AI Agent Solution

Targeting Xtep's core pain points and relying on its own AI Agent technology and rich industry service experience, Udesk has tailor-made an AI agent customer service solution of "dual-scenario precise adaptation + omnichannel integration and collaboration", achieving a systematic upgrade of the service system.

01 Internal Empowerment: Category-Specific AI Agents, Precisely Supporting Employee Services

On the internal employee service side, the "category-specific AI agents" strategy is adopted: two independent AI agents are specially built to adapt to the business scenarios of children's apparel and adult footwear/apparel respectively.

Based on Udesk AI knowledge center, the product parameters, size standards, store management, product after-sales rules and other knowledge of the two categories are structurally organized and updated in real-time. The AI agents have contextual and fuzzy semantic understanding capabilities. Employees can obtain accurate answers within 0.8 seconds by asking questions via voice or text, efficiently supporting frontline services.

02 External Services: Omnichannel Intelligent Integration, Creating a Seamless Consumer Experience

On the external consumer service side, the "omnichannel AI agent integration" strategy is implemented: breaking the fragmented state of the original multi-channel customer service robots, comprehensively integrating the customer service systems of official website, member center, official mall and other channels, and uniformly equipping with one core AI agent.

The AI agent deeply integrates all-scenario knowledge such as order management, logistics inquiry, return and exchange policies, product consultation, and member benefits, realizing the standardization and integration of omnichannel knowledge Q&A. At the same time, it has cross-channel context synchronization capability, which can automatically retrieve consumers' historical conversation records to avoid repeated communication. Complex issues are automatically completed with work order creation and precise dispatching, forming a closed-loop service of "intelligent response + human collaboration".

Business Value: Multi-Dimensional Empowerment

This AI agent customer service upgrade has brought multi-dimensional business value to Xtep, realizing the transformation of the service system from a "cost center" to a "value center".

At the internal operation level, the AI agents provide employees with accurate and efficient knowledge support, reducing new employee training costs, improving the professionalism of terminal services, and enhancing internal business collaboration efficiency.

At the external experience level, the omnichannel integrated service eliminates communication barriers for consumers, and the accurate response and fast response improve the consumption experience, enhancing brand identity and user loyalty.

At the enterprise operation level, the efficient undertaking of AI agents has significantly reduced the reliance on human agents, optimized resource allocation, and formed consumer demand insights through the precipitation of dialogue data, providing precise data support for product iteration and marketing strategy optimization.

The key breakthrough of this cooperation lies in the successful realization of "precise matching between service scenarios and AI agents": solving professional service barriers through internal category-specific AI agents, and addressing experience fragmentation through external omnichannel integrated AI agents, providing a replicable practical path for the digital service transformation of sports brands.

The article is original by Udesk, and when reprinted, the source must be indicated：https://my.udeskglobal.com/blog/your-personal-sports-service-officer-xteps-customer-service-ai-agent-now-live.html