Customer Service Automation in Logistics: Parcel Tracking

Contact Centers in the logistics industry are flooded with standard requests. "Where is my package?" ranks #1 among the top customer service inquiries. Even though it is a simple question and the answer is just one API call away, traditional IVR systems strain the customers' patience: "Press 1 if you have a question about our services, press 2 if you [..] press 9 to talk to an agent" The result: Poor customer experience and high costs for manual incident handling.

High-end conversational AI enables customers to engage in human-like dialogues with a smart virtual agent that understands a broad variety of phrasings. It handles conversations flexibly and can actively offer additional information and services rather than forcing navigation through a rigid menu.

Watch the video below to see instant problem solving and cross-channel communication in the context of a logistics support case.

Customer Service Automation in Logistics: Parcel Tracking - YouTube

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Author Information

by: Sebastian Glock

Sebastian Glock is Director of Product Marketing at Cognigy where he acts as a mediator between technology & business. He has advised top-tier companies in Europe and North America in digital projects and is a seasoned speaker at international conferences and events.