The Story of Sony Choosing Udesk’s KCS Knowledge Base

Sony is a pioneer in the fields of audio-visual, electronic gaming, communication products, and information technology. It is one of the earliest creators of portable digital products in the world, and is also known as one of the largest electronic product manufacturers, one of the three giants in the global electronic gaming industry, and one of the six major Hollywood film companies in the United States. In 1996, Sony established a wholly-owned subsidiary in Beijing to unify the management and coordination of its business in China.

Customer Needs

Due to its diverse product lines and high technological content, Sony faces challenges such as a large volume of pre-sales inquiries and a shortage of manpower in customer service. There is an urgent need for robot customer service to address repetitive questions and assist customers/distributors in quickly accessing product performance parameters to alleviate the pressure on customer service personnel. Additionally, due to the fast pace of product updates, the knowledge base requires frequent updates, especially for unresolved issues by smart customer service, such as customer inquiries on flagship stores on Taobao and JD.com, and continuous optimization.

To address these challenges, Wofeng Technology provided targeted solutions for Sony, using a knowledge base integrated with smart robots to facilitate customer interactions:

Multi-channel Integration for IM

Integration with instant messaging allows access through various channels such as apps, mini-programs, and public accounts, with the addition of pre-sales inquiry access. This generates work orders based on inquiry questions, intelligently circulates them, and enables staff to interact with users via email.

Unified Management of Knowledge Base

Establishment of an intelligent knowledge base for unified management to obtain product parameter information, used to build a product information database.

Intelligent Reception by Robots

Wofeng Technology integrated intelligent text robots, capable of quickly resolving a large number of repetitive questions based on the knowledge base content.

Application Effects

The intelligent knowledge base system developed by Wofeng Technology for Sony provides a new human-machine interaction model for users. Users can inquire and issue instructions through front-end robots, completing related operational inquiries and product information searches, while optimizing the online customer service capacity and service quality. Since the system went live, the problem matching rate has exceeded 80%, and the problem resolution rate has exceeded 70%.