A Gulf postal operator
Logistics / Postal Services · Gulf
The shape of this problem
The answer exists and nobody can find it
The problem
Customers needed dependable support for shipments, deliveries, and logistics services across channels. Almost all of that demand is one question - where is my item - asked repeatedly by the same customer as the answer changes, and asked most often outside working hours. Volume therefore spikes exactly when staffing cannot, and a channel that cannot answer it pushes people into the queue for an update they could have had directly.
What we built
We delivered a grounded agent that joined service information with conversational guidance around tracking and the common delivery inquiries, across the supported channels.
What moved
| Measure | Before | After |
|---|---|---|
| Tracking and delivery enquiries resolved without an agent | not measured | 79% |
| Resolved contacts occurring outside working hours | not measured | 46% |
| Average time to a shipment status answer | 3.8 minutes | 25 seconds |
Tracking and delivery enquiries resolved without an agent
79%
Tracking and delivery enquiries resolved without an agent
The ring is the whole of that measure. The grey arc is the other 21%.
Resolved contacts occurring outside working hours
46%
Resolved contacts occurring outside working hours
The ring is the whole of that measure. The grey arc is the other 54%.
Average time to a shipment status answer
Figures are drawn from the practice's own delivery records for the engagement named, measured against the process that preceded it. They have not been through third-party audit, and none is presented as an average across clients.
What it turned on
Moving the high-frequency questions into a consistent conversational flow gave service teams a more structured set of exceptions to work, so human agents handled judgment, complexity, and recovery rather than repeating status. Relevant to any logistics operator whose contact volume is dominated by a single repeated question.
- Service line
- Service & Conversation AI
This is the most crowded line in the market - every competitor sells a chatbot. Lead with the traceability and the QA coverage, which most of them cannot do, rather than with the assistant itself.
Start here
Which of the four is yours?
Tell us the documents and the monthly volume and we will send the two closest records, with the proof behind each and the honest note where the match is partial.
You get a reply within one working day, from the engineer who would do the work - not a sales sequence.