Founded in 2018, RELX focuses on the research, design, manufacturing, and sale of high-quality products. With a global network across North America and Southeast Asia, RELX partnered with Udesk to deploy an intelligent omnichannel customer service solution — significantly improving operational efficiency and customer satisfaction.
The key challenges that drove RELX to seek an AI-robot-powered intelligent customer service solution with global omnichannel coverage.
Customers are spread across various domestic and international regions, requiring a global customer service solution with low-latency infrastructure and compliant telephone lines.
Inquiries come in from many channels — website, app, Line, and other platforms — without unified integration, resulting in fragmented data and slow customer responses.
A high volume of repetitive inquiries in two languages (English and Chinese) burdens manual agents, creating the need for an AI customer service robot that can respond automatically 24/7.
The membership system was not integrated with customer service, so members could not efficiently perform self-service queries or submit after-sales requests.
Two intelligent customer service modules Udesk deployed for RELX: a global omnichannel system and a bilingual AI customer service robot.
The tangible results RELX achieved after deploying an intelligent global omnichannel customer service solution with Udesk.
A total of 34 active seats — 10 domestic and 24 international — run stably with low latency. The RELX × Udesk global customer service solution successfully reaches customers across multiple regions with significantly improved response efficiency.
The AI customer service robot successfully automated more than 60% of repetitive inquiries with English-Chinese bilingual capabilities, significantly reducing agent workload and optimizing customer service operating costs.
Omnichannel integration on a single platform makes service easier for customers to access. With efficient member self-service and shorter problem-resolution times, RELX's customer satisfaction improved measurably.
All customer service interaction data is stored and traceable, enabling comprehensive quality inspection and supporting data-driven operational decision-making.
An AI-robot-powered intelligent omnichannel customer service solution — just like the one RELX deployed.
Want to deploy an intelligent global customer service solution like RELX × Udesk? Our consulting team is ready to design an AI-robot-powered omnichannel solution tailored to your business needs — complete with a free system demonstration!
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