Logistics & distributionMid-size logistics company
An assistant that answers most delivery questions before they reach a person
Customer service was buried in "where is my delivery?" emails that each needed the same three lookups.
- of emails resolved automatically
- 60%
- median first response
- 6 min
- saved every week
- 25 hrs
The challenge
A four-person support team handled several hundred emails a day. Most asked for a delivery status, a proof of delivery or a change to a delivery window, and each one meant checking two internal systems before writing a reply.
What we built
We built an email assistant connected to the dispatch and tracking systems. It classifies incoming messages, drafts replies with live tracking data and proof-of-delivery links, and sends routine answers automatically once the team had approved its accuracy. Complaints and anything unusual go straight to a person.
The result
Routine questions are answered in minutes instead of hours, and the support team spends its time on the conversations that keep customers.
