Business Impact
- Client: Coros
- Industry: Performance wearables and electronics
- Use Cases: Customer support automation, technical support, troubleshooting, and AI handoff
- Impact: 75% of issues resolved automatically, 10X faster time to resolution, expanded support coverage
Coros is a global leader in performance wearables and electronics for professional athletes and endurance customers. Their users expect premium support for technical issues like device setup, firmware updates, data sync, and sensor accuracy. As the customer base grew, Coros needed to scale customer support without sacrificing the high-touch experience that athletes rely on.
To achieve this, Coros partnered with Aissist.io to implement AI-powered customer support built for technical troubleshooting and fast resolutions. The goal was clear: reduce time to resolution, increase automated resolution rate, and keep human agents focused on the highest-impact cases.
The Challenge: Technical Support at Scale
Coros support requests often involve deep technical context:
- Firmware and device pairing issues
- Data sync and app connectivity troubleshooting
- Sensor calibration and accuracy questions
- Warranty, replacement, and device lifecycle guidance
As volume grew, traditional staffing couldn’t keep pace without long wait times or inconsistent answers. Coros needed an AI support model that could handle technical support end-to-end and still deliver seamless handoffs for edge cases.
The Solution: Multi-Agent AI for Wearables Support
Aissist.io deployed a multi-agent system tailored to Coros’ support flows:
- Diagnosis agent: Collects key device and firmware details to pinpoint root causes
- Resolution agent: Guides users through step-by-step troubleshooting
- Knowledge agent: Maintains accuracy across product documentation and updates
- Handoff agent: Summarizes the case for human agents when escalation is required
This approach enabled consistent, high-quality responses while reducing time to resolution across channels.
Results: 10X Faster Resolutions Without Compromising Quality
70–80% of Issues Resolved Automatically
With Aissist.io, Coros now resolves 70–80% of incoming customer issues automatically. Common requests like firmware updates, data sync anomalies, and device setup are handled with precision. The result is a measurable 10X improvement in time to resolution and more consistent answers, without compromising the quality expected from a premium brand.
Seamless Human Handoff, Without the Friction
For the 20–30% of complex cases, Aissist.io doesn’t just hand off—it prepares the handoff. The system summarizes the conversation, extracts device context, and suggests next steps. This reduces context switching and allows Coros agents to resolve edge cases faster and with more confidence.
Fast to Start, Flexible to Scale
Coros launched quickly by connecting existing documentation and support workflows. Aissist.io’s sub-agents made it easy to expand coverage without rebuilding the entire support stack, enabling fast scale during peak seasons.
Performance Gains Without Quality Tradeoffs
The impact is clear. Aissist.io now leads customer engagement for Coros while maintaining customer satisfaction on par with human agents—using fewer resources and delivering faster outcomes. This balance is critical for high-performance wearables, where customer trust depends on both speed and accuracy.
An Evolving, Learning System
The system improves continuously based on real support conversations. Over time, it refines troubleshooting paths, reduces repeat questions, and expands coverage for new devices and firmware updates.
A Future-Ready Service Model
With Aissist.io, Coros runs a future-ready customer support model that scales during growth spikes and maintains the premium experience their athletes expect.
Zendesk AI vs Aissist.io: Quick Comparison
Teams evaluating Zendesk AI for customer support automation often compare it with Aissist.io when they need deeper technical troubleshooting and multi-agent workflows. Here is a quick, high-level comparison:
- Automation depth: Zendesk AI focuses on support efficiency within Zendesk workflows, while Aissist.io adds multi-agent orchestration for complex diagnostics and end-to-end resolution.
- Technical troubleshooting: Zendesk AI is strong for standard support flows; Aissist.io is designed for technical diagnosis, guided troubleshooting, and structured escalation.
- Knowledge handling: Zendesk AI relies on help center content; Aissist.io combines knowledge sources with workflow logic and sub-agents for higher accuracy in edge cases.
- Handoff quality: Both support human handoff, but Aissist.io emphasizes richer summaries and context capture for technical issues.
- Pricing model: Zendesk AI pricing is typically tied to Zendesk plans and usage; Aissist.io uses a usage-based model designed to be 2X more cost-efficient at scale.
- Best fit: Zendesk AI is a strong choice for teams already centralized on Zendesk; Aissist.io is a fit when you need broader automation depth and specialized agents.
FAQ: Coros AI Support, Resolution Speed, and Key Features
How did Coros achieve 10X faster resolutions?
By automating the most common technical support flows and using AI-driven diagnosis, Coros reduced time-to-resolution dramatically while keeping escalation seamless.
What issues can AI support resolve for wearables?
Common issues include device setup, firmware updates, data sync errors, and sensor troubleshooting—areas where AI can guide customers step by step.
What is the resolution rate for Coros with AI support?
Coros achieves about 70–80% automated resolution, with complex cases routed to humans using detailed summaries.
What are the key features of the AI support system?
Key features include multi-agent routing, guided troubleshooting, knowledge accuracy, multilingual readiness, and structured human handoffs.
Is AI support reliable for technical troubleshooting?
Yes, when trained on product documentation and integrated with support workflows, AI support can deliver accurate, consistent answers and improve customer satisfaction.