The Challenge
HONOR brand in INDIA was suffering from negative sentiments across social media, Google, and YouTube during till Q1 2025. Customer queries went unanswered for days, with no effective engagement mechanism in place.
- Response times averaged 1-3 days
- Negative feedback flooding online channels
- Brand reputation deteriorating
- No system to manage customer expectations
The Solution
PSAV 2.0 implemented Uttik's AI ORM (Online Response Management) system to respond to customer queries immediately, with self-learning capabilities and multilingual support.
- AI-powered immediate responses
- Self-training from previous interactions
- Regional language support for Indian customers
- Comprehensive content guides for self-service
Impact & Results
- 1048 Total Queries Processed
- 88% Resolution Rate
- <1s Response Time
- 30% Self-Service Resolution
Reputation Management with Uttik
HONOR India became the first smartphone brand in the country to adopt Uttik's AI Answer Engine, revolutionizing how they manage brand reputation online. The system continuously monitors sentiment, provides immediate responses, and prevents reputation crises before they escalate.
- Real-Time Monitoring of customer feedback across platforms
- Immediate AI-Powered Responses tailored to query context
- Predictive Analytics to identify potential reputation issues
- Continuous Learning & Optimization from customer interactions
Key Benefit: Transformed negative sentiment into positive customer advocacy, with customers actively praising HONOR PSAV support on social media platforms.
Customer Excellence Framework
Uttik's AI Answer Engine enabled HONOR PSAV to deliver exceptional customer experiences through a multi-faceted approach:
Instant Resolution
Response time reduced from 1-3 days to seconds, with complex troubleshooting solved within 5 minutes instead of days.
Multilingual Support
Answers provided in multiple regional languages, making support accessible to India's diverse linguistic population.
Self-Learning AI
System auto-trains itself with responses provided to similar queries, continuously improving answer quality.
Answer Engine Optimization
Content structured for AI systems with schema-rich replies optimized for Google, Gemini, and ChatGPT interfaces.
Proactive Resolution
Advanced content guides and tutorials created to resolve common issues before they require support tickets.
Human Escalation
Seamless handoff to human agents for complex queries that require additional expertise or personalized attention.
Key Benefits for HONOR INDIA
- Reputation Transformation: Negative sentiment has been replaced with positive customer feedback
- Scale Without Compromise: The system handles high volumes without sacrificing quality or response time
- Multilingual Accessibility: Support is now available in multiple regional languages, creating a more inclusive experience
- Data-Driven Insights: Customer interaction patterns provide valuable product feedback for future improvements
- Search and AI Visibility: Optimized content appears in Google search results and AI interfaces like ChatGPT and Gemini
- Operational Efficiency: Support staff can focus on complex cases while routine queries are handled automatically
The Transformation
HONOR's implementation of Uttik's AI Answer Engine demonstrates how AI can revolutionize both reputation management and customer experience. By providing immediate, accurate, and personalized responses at scale, HONOR has turned a reputation challenge into a competitive advantage.
This pioneering approach has established HONOR as the first smartphone brand in India to leverage AI-powered customer support effectively, setting new standards for the industry.