About the Client
About ZOOMLION
ZOOMLION is engaged in the research, development, and production of high-tech equipment, including heavy construction machinery and agricultural equipment. The company offers 11 categories, 70 series, and nearly 600 product types, sold to more than 100 countries across the Middle East, Southeast Asia, Russia, Europe, and the Americas.
Pain Points
Service Challenges in a Global Business
Global expansion brings customer service complexity that requires an intelligent, unified solution to maintain customer satisfaction across every region.
Multilingual Communication Barriers
The diversity of languages among overseas customers created communication barriers and a suboptimal local service experience.
Fragmented Service Channels
Customer inquiries were spread across various platforms — phone, social media, and email — making unified management impossible.
Complex Cross-Regional Operations
Time-zone differences in a global business made it impossible to manage service scheduling and queue distribution with precision.
Non-Closed-Loop Service Process
Fault reporting, on-site repair support, and follow-up visits lacked unified process management, making data compilation difficult.
Core AI Solution
An Integrated Global Customer Service Solution Powered by a Core AI Engine
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Intelligent Multilingual Translation
Large AI models support real-time translation across multiple languages — Indonesian, English, Arabic, and more — completely eliminating cross-border communication barriers.
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Intelligent Full-Channel Integration
AI algorithms unify WhatsApp, WeChat, Facebook, Line, phone, and email into a single integrated workspace with intelligent task distribution.
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Intelligent Cross-Regional Operations
Intelligent routing algorithms adapt to 9 global call centers, automatically optimizing queuing and scheduling according to time zones.
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Fully Closed-Loop Process Management
AI automatically handles fault reporting, complaints, follow-up visits, and satisfaction surveys — intelligently creating tickets and data reports.
Real Results
Service Improvements with Significant Results
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