Sharp Wins Award for AI-Powered Customer Support Overhaul
Sharp Home Electronics Company of America received a Silver Globee Award for its modernized customer experience, which integrates AI tools alongside strengthened live support teams. The company also earned Best of Category honors in Consumer Product or Service of the Year.
The recognition marks the second consecutive year Sharp has won a Globee Award for customer service work. In 2025, the company earned gold for the first phase of its transformation.
What Sharp Built
Sharp deployed SHARPY, an AI-powered chatbot designed to handle digital self-service requests. The company also added augmented reality visualization tools that let customers explore products online before purchasing.
For customers who need to speak with someone directly, Sharp invested in customer relationship management infrastructure, call quality monitoring, and data-driven service tools. The goal is faster, clearer, and more consistent support across all channels.
"Customer experience does not begin and end with a service call," said Mark Smith, Vice President of Sharp Services and Support Group. "It includes every touchpoint where a customer looks for information, compares products, asks a question or needs help resolving an issue."
Why This Matters for Support Teams
The award reflects a shift in how companies approach customer service. Rather than replacing human agents, Sharp's strategy pairs AI tools with improved live support. Support professionals now have better data and systems to work with, not fewer opportunities to help customers.
Grace Dolan, President of SHCA, said the work centers on making support "faster, smarter and more connected, from the first customer interaction through resolution."
Understanding how to work alongside AI for Customer Support tools is becoming standard for support roles. Generative AI and LLM technologies power chatbots like SHARPY, but they function as first-contact tools rather than replacements for agent judgment and problem-solving.
Sharp's approach-combining self-service options with stronger live support capabilities-shows how organizations are actually deploying this technology in customer-facing roles.
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