Case Study: SKF improves international customer service with Alhena AI

SKF Conquers International Customer Service with Alhena AI

SKF, a prominent ecommerce company for automotive parts, faced a significant challenge in providing effective customer support to its diverse international clientele. Issues with time zones and language barriers, compounded by the technical nature of its products, led to misunderstandings and declining customer satisfaction when using generic translation tools. To solve this, they implemented the Alhena AI customer service tool.

The solution from vendor Alhena AI provided a superior understanding of customer questions and delivered more relevant and accurate answers in multiple languages. This implementation resulted in a 61% resolution rate for all questions it answered and led to a 100% improvement in key performance indicators, including customer satisfaction and response times, while also greatly enhancing the efficiency of the customer service team.

SKF

Davit Lomidze

CEO of Global Software Solutions