Case study

ViaCTT

Industry

Logistics

Automaise Product

Smart Voice & Chat

About the client

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 bigger role in CTT's brand and it was their aim to improve the digital experience of ViaCTT users.

Challenge

Customers requiring assistance would often reach out for support through phone or email. Due to the high volume of requests, the support team struggled to deal with these petitions efficiently, and customers had to wait for prolonged periods of time to resolve their requests. These would often be quick procedures, such as password resets or similar.

Solution

Automaise implemented a conversational 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. This allows the customer to solve their issues on a self-service basis and get the answers they need without waiting for a support agent.

Results

The webchat automation allows users to enjoy an omnichannel experience without switching screens or login sessions.
Clients can, autonomously, solve account access related issues.
This new channel completely replaced the traditional phone support line.

Main achievements

  • 3,5x improvement in First Response Time
  • A new fully automated channel with automation rates above 93%
  • 8 weeks to achieve results