How Converse AI Cut Customer Queries by 75%

See how Converse AI tackled high volume customer queries regarding delays and status of the orders for a logistic and courier service company.

Background:

SwiftShip Logistics is a mid-sized logistics company specializing in nationwide shipping solutions for e-commerce businesses and corporate clients. With the rise of online shopping, SwiftShip saw a 60% increase in shipments over the past year. However, this growth came with a surge in customer queries—most of them related to package tracking, delivery timelines, and support requests.

The company’s customer service team was overwhelmed, handling thousands of repetitive inquiries daily, leading to delays in responses, frustrated customers, and reduced operational efficiency.

The Problem:

With limited manpower, SwiftShip’s customer support team struggled to keep up with incoming queries, many of which were about order tracking and minor delivery concerns.

• Over 80% of customer queries were about tracking updates, causing a backlog and slower response times.
• Customers were experiencing delayed replies (up to 24 hours), leading to a drop in customer satisfaction.
• The logistics team was spending too much time responding manually, rather than optimizing delivery routes and handling real operational challenges.

SwiftShip needed an AI-driven automation solution that could efficiently manage customer inquiries while allowing their human team to focus on priority logistics operations.

The Converse AI Solution:

To streamline communication and enhance customer experience, SwiftShip integrated Converse AI into its WhatsApp Business API and website chatbot.

1. Automated Order Tracking & Notifications – Converse AI was configured to provide real-time tracking updates via WhatsApp and an on-site chatbot. Customers could simply enter their tracking number and instantly receive delivery status without waiting for a support agent.
2. AI-Powered FAQ Resolution – Converse AI handled frequently asked questions such as delivery timelines, return policies, and shipping costs, reducing the volume of inquiries directed to human agents.
3. Proactive Delivery Alerts – Instead of customers reaching out for updates, automated WhatsApp alerts were triggered at key shipment stages (order dispatched, out for delivery, delayed, or delivered), improving transparency.
4. Instant Customer Query Resolution – AI-driven responses addressed minor issues like incorrect address updates, delivery rescheduling, and lost package claims, seamlessly escalating complex issues to human agents.

The Results:

• Inquiries reduced by 75%, as most common queries were handled automatically.
• Response time improved by 90%, with instant AI replies instead of long wait times.
• Customer satisfaction increased by 42%, as clients received real-time updates without contacting support.
• Delivery team productivity improved, as they spent less time answering calls and more time optimizing logistics.

“Converse AI has transformed our customer service! Now, they get instant tracking updates without overwhelming our support team, and our operations run smoother than ever.” – Operations Manager, SwiftShip Logistics

By automating repetitive inquiries and enhancing real-time customer communication, SwiftShip Logistics not only improved its customer satisfaction rates but also optimized its log