Nowadays, customers expect us to help them 24x7 on new channels such as WhatsApp or Facebook Messenger. And we are answering that. Our Virtual Assistant team built a solution that helps our customers track their packages whenever they like, manage their shipment, answer various FAQs, or simply get connected to an agent. All that in dozens of languages and over a hundred countries.
During the shipment of high value goods, it is often important to have real-time data about it. Be it geolocation, shock detection or temperature/humidity monitoring, we have built a complete solution that helps us stay on top of what is happening across the route. Relying on a number of sensors and networks, such transparency really proves useful for our customers, providing a peace of mind that the complete transport went well. All that, using our scalable IoT platform.
In the past, call records between our customer and agents were manually – and randomly – analyzed. That resulted in lots of friction, lower visibility and sometimes even relying on luck. With our newly built solution, our businesses can analyze all calls at real-time using state-of-the-art Machine Learning approaches. This helps us identify more ways how we can help our customers faster, at a completely different scale.