What is automated customer communication?
Customers of logistics companies ask dozens of questions every day about deliveries, track & trace, delivery times and returns. Answering these questions manually costs customer service teams hours each day. According to Zendesk, 70% of customer queries in logistics are repetitive and suitable for automation.
AI-driven customer communication automatically answers these standard questions via email, chat or phone, while complex queries are forwarded to a human agent.
How does it work?
An AI assistant is trained on your specific processes, FAQs and system data. Via API connections to your TMS and track & trace system, the assistant retrieves real-time status information and communicates it proactively to customers.
Natural Language Understanding (NLU) ensures that the AI correctly interprets customer questions — even with uncorrected spelling or informal language. The system learns continuously from new interactions.
What does it deliver?
Companies report 30% faster response times, 50–60% less load on the customer service team and higher customer satisfaction scores. According to Salesforce, 69% of customers expect companies to respond within 24 hours — AI makes a response within minutes possible.