Customer Profile
Huawei Cloud is a leading global cloud service provider operating across six major overseas regions: Southeast Asia, Europe, South America, the Middle East, North America, and Africa. With outstanding cloud computing power and government service capabilities, Huawei Cloud continues to expand its government and commercial cloud service markets worldwide.
Business Challenges
Customer service points are scattered across 50+ countries without an integrated disaster recovery system, creating a high risk of cross-border service disruptions.
Overseas government clients enforce strict SLAs: mandatory business availability above 99.9%, and mission-critical business must meet the 99.95% standard.
Cross-timezone, multilingual service relies entirely on human agents with no AI load-sharing, causing operating costs to keep climbing.
The global call center system lacks intelligent scheduling, and inadequate line backups make it prone to bottlenecks during sudden demand spikes.
Udesk Solutions
Local access across six overseas regions, connecting officially licensed voice lines in 50+ countries to build an integrated cross-border call service center.
AI-powered smart inspection at core points with dual backup for voice lines and platform components to automatically predict and resolve outages.
Powered by a large AI model, it intelligently load-balances cross-border tickets and calls, with multilingual first-response handled by AI Chatbot.
Real-time AI monitoring of business data ensures 99.9% availability for standard business and 99.95% for core business, tiered and measurable.
Implementation Results
Fully supports the operation of Huawei Cloud's global call center system, covering all overseas service regions across 50+ countries.
Overall business availability above 99.9%, with mission-critical business consistently meeting the 99.95% SLA standard through structured disaster recovery.
The multilingual AI Chatbot handles overseas inquiries, drastically reducing hand-offs to human agents and boosting operational efficiency by over 40%.
A standardized global intelligent customer service system strengthens high-value regional service capabilities and helps acquire new customers.
Replicate the AI customer service architecture of a leading global cloud enterprise, and quickly tailor cross-region calling, disaster recovery, and high-availability operations for your overseas business.
Contact
