Logistics
A cross-border logistics provider
Background
A logistics provider manages first- and last-mile delivery for e-commerce shippers across six markets, with shipment updates and exception handling concentrated on WhatsApp.
The challenge
"Where is my order?" dominated inbound volume, and each question required an agent to look up tracking across three systems before replying. Exception cases — customs holds, failed deliveries — piled up faster than the team could call customers back.
The solution
Tracking lookups were integrated into PAI Workstation, letting AI seats answer status enquiries instantly and push proactive delay notifications via automation flows. Human agents focused on exceptions, with the AI copilot summarizing each case history before they called.
Results
WISMO (where-is-my-order) enquiries resolved without an agent rose to 82%; proactive delay notifications cut inbound exception volume by 45%; and average exception resolution time halved.