Leading Logistics Enterprise
Email Automation for a Leading Logistics Enterprise
The Challenge
Operational inefficiencies were undermining service quality, workforce efficiency, and scalability. Key performance gaps included: High agent effort due to fragmented systems, Slow responses to basic queries with 70%+ of queries related to shipment status checks, Low productivity and poor scalability, and Inconsistent, manual replies affecting CX.
The Solution
AIONOS deployed an Email Automation platform to streamline the entire email handling lifecycle across three stages: 1. Pre-Processing: Emails captured and verified, AI/ML detects user intent (e.g., refund, inquiry), and entity extraction identifies key fields. 2. Backend Processing: API calls made to backend systems, delivery dates and metadata cross-validated, and tickets created for manual review if needed. 3. Output Generation: Relevant responses auto-generated using contextual data, with final email sent to customer, closing the loop.