Ruko

Ruko is a consumer electronics brand ranked among the top 15 drone brands globally in 2026, with products sold through Amazon, Best Buy, Walmart, and TikTok. Its smart robot product line has also been top-ranked in US toy robot buying guides, with strong buyer ratings on BestBuy.com.

Customer Challenges

As Ruko expanded across sales channels, its customer feedback volume more than doubled. Its support team faced three key challenges:

Repetitive inquiries consuming team capacity: A large share of questions on the app and website were repetitive, leaving less time for complex customer issues.

Ticket response times under pressure: With the Zendesk ticket queue growing, response time averaged around two hours, which fell short of Ruko's goal of responding quickly to every customer.

Product knowledge that changes fast, and quality that must stay in Ruko's hands: Product lines and customer issues keep evolving. Ruko wanted to add AI capabilities without overhauling its existing support infrastructure, and to stay in control of how its products are represented to customers.

Solution

GPTBots.ai, Aurora Mobile's enterprise-grade AI agent platform, brought AI-powered assistance and product knowledge directly into the workflows Ruko's team already used. It built a three-layer AI support system that works inside Ruko's existing Zendesk workflows, from frontline responses to backend knowledge ownership:

Online AI assistance, reducing repetitive workload: AI assistants deployed on Ruko's app and website have handled over 3,000 customer inquiries in 6 months, deflecting repetitive questions and freeing the team to focus on complex issues.

Zendesk ticket acceleration, a 12x improvement: GPTBots.ai powers AI-assisted replies directly inside Ruko's Zendesk ticket queue. According to Ruko, this has cut ticket response time from approximately two hours to under 10 minutes.

Knowledge ownership, with quality that keeps improving: GPTBots.ai lets Ruko's team directly manage and refine the product knowledge behind every AI response. As product lines evolve or customer issues change, the AI stays accurate without waiting for model retraining. Ruko owns the knowledge, and GPTBots.ai provides the execution layer.

With GPTBots.ai, Ruko scales AI-powered support without replacing existing systems. The result is a sustainable, business-owned capability rather than a one-time AI deployment.

Customer Testimonial

"We needed AI that could scale with us, but we also needed to stay in control of how our products were represented. GPTBots.ai gave us both. Our ticket response time dropped from hours to minutes, and we never had to give up ownership of our product knowledge or how the AI speaks on our behalf."