How Sendit uses voice AI to automate customer service processes
Sendit is a leading e-logistics operator in Poland. The company provides B2B clients with tools and services to support and improve their shipment processes, such as courier ordering, parcel lockers, or pick-up points. Placing orders takes place through the customer panel on a platform integrated with the sales system and an online customer store. Sendit has already been trusted by over 60,000 customers who have shipped nearly 20 million shipments.
20%of calls handled by a voicebot
30%of orders increase without the need to increase the headcount
50%reduction of all customer calls
Modern and efficient customer support center
There were three major goals for the Talkie.ai virtual agent voicebots implemented by Sendit:
- Automate repetitive phone enquiries, such as parcel status checking, deliveries or pick-ups
- Serve customers 24/7
- Optimize costs while developing the customer service department
Conversational AI solutions for IVR branches
The implementation of Talkie.ai was carried out on one of the IVR branches, to which Sendit customers were sent to check the status of late shipments. Because the parcel forwarding numbers are very long, we decided to simplify the inquiry process – the customer is only asked to provide the last few digits that are necessary and sufficient to identify the shipment. Thanks to this, we have also optimized the time needed to handle one query.
Voicebot performance in customer service
On top of the improvements of the key performance indicators, Sendit managed to reduce the operating costs of the customer service center while maintaining the same service standards. To date, Sendit has implemented multiple AI voicebots that promote self-service among their customers, for instance regarding parcel status, payments, pick-ups and deliveries. Moreover, other AI assistants augment certain sales processes at Sendit, for instance through outbound campaigns toward churn customers or gathering information regarding debt-collection.
Benefits of Talkie.ai
Implement Talkie.ai to get benefits of voice AI for great customer service experience
- Handle higher volumes of enquiries without increasing the customer service headcount
- Scale up contact center capability to keep up with the rising demand
- Support more customers in a timely manner to put their minds at ease regarding the shipment