Industry:

Logistics

Country:

Portugal

Company:

CTT is the national postal service of Portugal and, because of its “first come, first served” advantage, it has remained a trusted go-to delivery option for a country of 10 million. In recent years, digital has been playing a more significant role in CTT’s brand, aiming to improve the digital experience of ViaCTT users.

AI chat assistant achieved a remarkable 3.5x improvement in First Response Time.

CRM Integration

Solution

Virtual Assistant

Achievement

93%​

Automation rate of the webchat interactions​

Via CTT Main Achivements using AI in Customer Service

Main Achivements

  • 3,5x improvement in ​ First Response Time​
  • 8 weeks to get results​

The challenge

  • Customers requiring assistance would often reach out for support through phone or email.
  • The team struggled to deal with these petitions, and customers had to wait for prolonged periods of time.

The solution

  • Automaise implemented an AI chat assistant with troubleshooting skills that is able to manage and autonomously solve account access related issues such as password recovery, unblock accounts or set new passwords. ​
  • Clients can, autonomously, solve account access related issues. This new channel completely replaced the traditional phone support line.​

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