Customer Background
Tineco is a global high-end smart home appliance brand integrating R&D, design, manufacturing, and sales. The company is known for products like smart vacuums and wet-dry cleaners. Tineco has received certifications including High-Tech Enterprise and Gazelle Enterprise.
As business grew rapidly year over year, the customer service system struggled to keep pace.
Business Growth and Call Volume
As Tineco expanded globally, call volume grew proportionally. Product launches brought waves of customer inquiries about features, warranty, and troubleshooting. Seasonal peaks—such as year-end holidays and new product releases—created unpredictable spikes that overwhelmed the legacy system.
The support team operated across multiple time zones, but the system provided no unified view. Agents in different regions could not see each other's resolved cases, leading to duplicated work and inconsistent answers.
The Challenge
Tineco's legacy customer service system faced five major challenges:
First, poor agent experience. The existing system was cumbersome and difficult to use. Agents wasted time navigating complex interfaces. Fault reporting required manual processing, slowing down resolution.
Second, no AI support. The system lacked intelligent agent assistance. There was no accurate knowledge base matching. Agents had to search for answers manually, affecting response accuracy and speed.
Third, poor scalability. The legacy system could not connect to AI large models or heterogeneous systems. This limited Tineco's ability to adopt new technologies.
Fourth, low operational efficiency. Monitoring capabilities were weak. There was no mobile dashboard for managers to track performance on the go.
Fifth, no smart quality inspection. Quality checks were done manually through sampling. This was time-consuming and missed many issues.
The Solution
Tineco deployed Instadesk's intelligent customer service center solution with a focus on stability, efficiency, ease of use, and openness.
For voice operations specifically, Tineco deployed Instadesk VoiceBot. The VoiceBot integrates large and small model capabilities to improve both inbound and outbound call handling.
Key VoiceBot features deployed:
Smart IVR for inbound calls: Every incoming call is answered immediately. No busy signals. No missed calls. Customers no longer wait in long queues or get frustrated by complex phone menus.
Voice-to-text for outbound calls: Speech is converted to text in real time. This makes it easy to review call content and ensure quality standards are met.
Auto ticket creation: Calls automatically generate support tickets in the system. This eliminates manual note-taking by agents and reduces the risk of errors or lost information.
Beyond VoiceBot, Tineco also deployed an intelligent text robot for multi-channel support, an agent assistant for real-time suggestions and knowledge recommendations, smart quality inspection for automated quality scoring, and an intelligent knowledge base with large model access.
The company also added data dashboard monitoring, mobile s for managers, and improved escalation procedures for handling complex issues.
The Results
After deployment, Tineco achieved the following results:
| Metric | Result |
| Inbound call coverage | 100% |
| Smart IVR resolution accuracy | ≥85% |
| Text bot self-service rate | ≥51.54% |
| Test bot resolutiono accuracy | ≥73.76% |
| Quality inspection accuracy | ≥93% |
| Agent summary accuracy | ≥75% |
Every customer call is now answered immediately. No more busy signals or missed calls. Routine inquiries are resolved automatically by the VoiceBot without human agent involvement. This frees up agents to focus on complex issues that require human judgment.
Quality inspection now covers 100% of conversations, not just small manual samples. This gives managers complete visibility into service quality and agent performance.
Summary
Tineco faced a common challenge for growing global brands: customer inquiries increase faster than support headcount. The legacy approach—manual call handling, no AI support—could not scale.
By deploying Instadesk VoiceBot for inbound and outbound calls, Tineco achieved 100% inbound call coverage and 85% AI resolution rate. Agents now focus on complex issues while automation handles routine tasks.
Ready to achieve similar results? Instadesk offers a 15-day full-feature free trial. No credit card required. Deployment takes days, not months.
