Logistics

Leading Logistics Enterprise

Driving Interaction Intelligence: Transforming CX for a Leading Logistics Enterprise

25-35%

Q&A Effort Reduction

Q&A effort reduced from 100% to 65-75%

+20%

NPS Improvement

Net Promoter Score increased by 20%

30-40%

Faster Resolution

Issue resolution speed improved significantly

Strengthened

SLA Compliance

Variable compliance became strengthened

The Challenge

Operational inefficiencies were undermining service quality, workforce efficiency, and scalability. Key performance gaps included: Manual QA processes, Lack of sentiment visibility, Struggled to optimize performance and proactively resolve issues, Missed follow-ups, and Absence of structured insights from voice and digital channels.

The Solution

AIONOS deployed its Interaction Analysis solution, enabling real-time intelligence from omnichannel customer interactions across four stages: 1) Customer Interaction - Captured text-based interactions and transcribed voice calls across chat, email, social, and voice channels. 2) AI-Powered Analysis - Analysed conversations for key indicators such as promise tracking, sentiment shifts, surrogate NPS, and QA scoring. 3) Insights & Alerts - Generated backend alerts and logged insights into CRM systems for immediate action. 4) Continuous Improvement - Applied AI-driven insights to improve agent training, workflows, and QA consistency, with feedback loops sustaining performance.