Shenzhen Maker Workshop Technology Co., Ltd. was established in 2013 and is a leading enterprise in the global STEAM education robotics and laser tools fields.

xTool is a digital tool brand under Maker Workshop, providing users with creative tools and software such as laser cutting and 3D printing, leading the digital revolution of personal creative tools, helping teenagers and adults realize their creative dreams in a more liberated space. The tools are highly innovative, and through Amazon and independent websites, they have gone global directly to customers, ranking among the top spots in global sales of similar products and experiencing rapid growth.

Challenges Faced by xTool in Customer Service

With the popularity of xTool products in over 60 countries and regions worldwide, the number of users has exceeded 20 million and continues to grow, posing the following challenges to its user service system:

• Business expansion has led to a surge in pre-sales and after-sales inquiries, increasing labor costs

• Traditional customer service bots rely on standardized questions, making it difficult to handle complex inquiries

• User inquiry information is fragmented, lacking effective insights

  
  

  
  

Solutions Provided by x-elephant for xTool

1. Revolutionary Simplification of Knowledge Maintenance

before

• Maintaining the knowledge base requires building a complex keyword system and closely linking it with the question bank

• The system can only process text information or specific links, limiting the content and forms of learning

• Relying on manual sorting of customer scenarios to continuously update and improve the knowledge system

after

• By integrating Shopify independent sites and support help centers, AI can monitor changes in website content and update the knowledge base in real time

• Learning the knowledge of one language allows for responses in multiple languages to user inquiries, significantly reducing maintenance costs

• The system can not only process text but also learn from images, videos, and other multimodal content, broadening knowledge channels to provide users with more comprehensive information

• The AI intelligent reminder function regularly checks and prompts the missing parts in the knowledge base, assisting in knowledge completion

2. Significant Improvement in Q&A

before

• Relying on keyword matching, only able to respond to simple questions with fixed scripts, resulting in limited answer rates

• In the face of complex questions, relying on human intervention, leading to long wait times for users and poor experience

after

• AI can understand and handle complex user inquiry scenarios, including follow-up questions, multi-turn dialogues, and question breakdowns, with an independent answering rate as high as 80%

3. Comprehensive Upgrade of AI Customer Service: Truly Achieving AI-First

before

• Lacking AI support in chat scenarios, while in email scenarios, AI can only handle the first round of responses, resulting in minimal AI value

after

• Whether in chat or email scenarios, AI acts as the primary responder, only handing over to human processing when specific questions cannot be answered

4. Innovative Experience of AI Shopping Guide

before

• Traditional customer service systems and bots lack shopping guide capabilities, unable to provide effective sales support

after

• AI learns from Shopify's product information, promotional activities, and policy knowledge, not only answering pre-sales questions but also recommending products to users at the right time, increasing sales conversion rates

Communication Creates Infinite Value

x-elephant, with the core concept of "Communication Creates Value," is committed to bringing unique value to enterprises in the following three areas:

1. Enhancing Employee Effectiveness: The intelligent response of AI customer service not only improves the speed of service response but also ensures high standards and consistency in service. The knowledge traceability function provides strong support for internal quality inspection, helping enterprises continuously improve and consolidate effective knowledge, thereby reducing manual pressure and increasing work efficiency.

2. Supporting Operational Management: By utilizing key data such as AI customer service resolution rates, user inquiry analysis, pre-sales recommendation conversion rates, and satisfaction evaluation systems, we provide enterprises with comprehensive service insights, assisting them in refining operational management and optimizing decision-making processes.

3. Optimizing User Experience: AI customer service supports multi-channel access, such as Email, Web, and mini-programs, enriching the interaction methods between enterprises and users, helping to establish a new type of customer relationship, enhancing service convenience and user experience, thus achieving diversification of service channels and upgrading user experiences.

x-elephant, as a new generation AI smart customer service robot, looks forward to working with more customers to unlock a new chapter in enterprise services with the power of communication!