Education
All cases
LogisticsAI support assistant
AI answers 7 out of 10 shipment-status requests
- auto-resolved
- 71%
- no operators needed
- 24/7
- to production
- 9 wks
The challenge
Three support operators spent all day answering the same question: “where is my shipment?”. At night and on weekends customers got no answer at all.
What we did
AI assistant
Replies in Telegram and on the website, pulls statuses straight from the TMS and understands Ukrainian and Russian.
Human hand-off
Complex cases go to an operator with a short summary of the conversation — no need to ask everything again.
Knowledge base
Documents, tariffs and shipping rules in vector search, with a source link in each answer.
Quality control
A weekly report of low-confidence conversations that we use for further tuning.
The result
71% of requests are closed without a person, and the first response comes in under 10 seconds at any hour. One operator moved to working with key accounts.
“We were afraid a bot would annoy our customers. It turned out what annoyed them was waiting for an answer.”