Technical inquiry response time from 3 days to 4 hours, technical service engineer capacity doubled

Inquiries from customers worldwide covered product selection, application processes and regulatory certificates, and a dozen or so technical service engineers answered them by hand in 3 days on average. The same questions were answered again and again, technical documents were scattered across email and personal hard drives, and multilingual communication stretched the cycle further.

The company wanted technical service to be a lever for sales growth rather than a bottleneck.

We built a product technical knowledge base and launched an inquiry handling Agent integrated with CRM and email.

• Inquiries are classified automatically and a draft response generated, with technical documents, certificates and application cases attached as needed
• Multilingual: the knowledge base is in Chinese; responses are generated in the customer's language and confirmed by an engineer
• High-value inquiries are identified automatically and shared with sales, with a technical assessment attached
• Confirmed responses go into the knowledge base, which keeps growing

The knowledge base separates external-facing from internal material, and the Agent cites only the external-facing part. After multilingual generation, a terminology glossary corrects technical terms so answers in every language carry the same technical position.