Imagine your smart robotic vacuum encountering an issue, and instead of enduring lengthy waits and complex troubleshooting, you receive immediate, accurate solutions. This scenario represents the new frontier of global customer service being pioneered by Dreame Technology in partnership with Shulex AI.
Dreame Technology, a leader in intelligent cleaning solutions, has rapidly expanded worldwide through breakthroughs in core technologies like bionic multi-joint robotic arms. Their premium robotic vacuums have not only disrupted the industry but also established a benchmark for Chinese tech brands going global. Currently, Dreame products serve over 30 million households across 100+ countries, with 5,500+ offline stores and market leadership in 18 nations. Their high-end floor cleaners continue to dominate niche markets, earning twelve CES 2025 awards and IDC's "Technology Innovation Pioneer" recognition among other international accolades.
However, global expansion brought new challenges: delivering efficient, convenient, and personalized service worldwide. To elevate user experience, Dreame partnered with Shulex to implement an AI-powered customer service system, embodying their philosophy of "democratizing cutting-edge technology."
The AI Advantage in Global Customer Support
The AI customer service solution addresses four critical challenges in Dreame's global operations:
1. Enhanced Efficiency: The AI system now handles 43% of customer inquiries with accuracy rivaling human agents. Particularly effective in product usage guidance and troubleshooting, it allows human staff to focus on complex issues and strategic insights.
2. Multilingual Communication: Shulex's AI supports major European languages with native-level proficiency in grammar, terminology, and cultural nuances. It also eliminates timezone barriers, ensuring consistent service availability during peak sales periods and routine operations.
3. Data Security & Quality Assurance: Compliant with strict data security protocols, the system incorporates Amazon's redline identification model for store safety and AI-powered quality control mechanisms to maintain service standards.
4. Technical Problem Resolution: For Dreame's technologically sophisticated cleaning devices, Shulex built a comprehensive product knowledge base covering all models and service scenarios. The AI follows a standardized "diagnose first, solution second" protocol that quickly identifies issues and provides user-friendly guidance, significantly improving self-resolution rates while reducing repair costs.
Integrated Support Ecosystem
The solution integrates seamlessly with Zendesk's ticketing system to create a multi-channel AI response framework:
- Real-time Synchronization: Instant processing of email and LiveChat histories with automatic status updates ensures information continuity.
- Intelligent Categorization: Automatic topic identification and labeling generates structured responses for improved efficiency and accuracy.
- Multilingual Interaction: Real-time, culturally adapted responses in multiple languages deliver both speed and localization.
Through comprehensive support spanning knowledge architecture, scenario planning, and continuous AI optimization, Shulex has helped Dreame achieve professionalized and intelligent service upgrades. The AI system now serves as a smart bridge connecting products with global users, enhancing the perception of "China-made" technology in international markets while providing valuable insights for other Chinese brands expanding overseas.
The Dreame-Shulex collaboration transcends technological integration, representing an evolution in service philosophy. Their AI-powered global support system delivers efficient, convenient, and personalized experiences regardless of location—a key factor in Dreame's international success. As smart home technology advances, such innovations in customer service will likely become increasingly vital for global market leadership.