Anker Innovations is a leading global consumer electronics company with a portfolio of brands including Anker, Soundcore, eufy, and Nebula, serving tens of millions of customers worldwide. Known for its excellence in product design and customer experience, Anker operates global support centers handling millions of customer calls annually across North America, Europe, and Asia. Facing rising call volumes and multilingual complexity, Anker’s leadership team launched a strategic initiative to explore AI-driven automation for customer service. Their goal: improve customer satisfaction while maintaining human-level empathy and speech quality.

The Challenge

Anker’s customer support team wanted to automate high-volume Tier-1 inquiries such as order tracking, warranty checks, and troubleshooting. Existing chatbot and IVR solutions had failed to meet the company’s standards for natural conversation and first-call resolution. The team set two ambitious KPIs for the pilot:

Resolution Rate: ≥ 80%

NPS: ≥ 60

High-Frequency Scenario Coverage: ≥ 70%

The Solution

Anker selected Retell AI, the first enterprise-grade AI voice platform that delivers human-standard voice conversations with <2-second latency and full interruption handling. Retell’s voice agents speak naturally, detect emotion, and are indistinguishable from human representatives. The agents have minimal latency while achieving 95%+ speech recognition accuracy across English markets. The AI agent was deployed to handle real customer calls in the U.S. and U.K., covering post-sales support and out-of-office inquiries.

Case Resolution Rate: 80.4%

Customer NPS: 63

Anker’s team noted that the AI’s tone, pacing, and warmth “basically reached the level of a real human agent.”

Looking Ahead

For 2025–2026, Retell AI and Anker plan to jointly advance:

Advanced QA & QC automation

Simulation Testing for scenario benchmarking

Knowledge Base auto-learning to continuously improve resolution accuracy

Impact

The Anker partnership demonstrates how global consumer brands can achieve measurable CX transformation through Retell AI’s enterprise voice automation. By combining human-grade conversation quality with measurable efficiency gains, Anker has set a new standard for multilingual, AI-powered customer engagement.

“Retell AI helped us achieve both speed and empathy in our customer calls. It feels like talking to a real person — but faster, more consistent, and always available.”— Neil, CIO, Anker

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