Overview

The Infosys Logistics practice leverages automation, Artificial Intelligence (AI) and predictive analytics to deliver an omnichannel customer experience. We partner with domestic and international logistics services providers and postal operators to serve individuals, small and medium-sized businesses, and global enterprises.

Infosys creates portals to facilitate self-service and track parcels and cargo shipments booked via air, rail, road, or sea. We integrate supply chain, customer information, and order management systems, enabling automated freight order status notifications. Further, it streamlines reporting, claims management and resource planning.

We adopt responsive design principles and Web Content Accessibility Guidelines (WCAG) to enhance the functionality of websites, while ensuring compliance with data security and email communication standards. Digital channels help consolidate feedback and boost productivity, while driving personalized service. In addition, it helps logistics enterprises provide customer support via social media.

Infosys Nia, our AI-powered chatbot, ‘understands’ the context and intent of customer interactions and responds to queries regarding specific orders as well as frequently asked questions on booking, pickup scheduling, packaging, payment, taxes, transit time, and delivery. Infosys Nia integrates seamlessly with existing communication / contact center infrastructure to make customer self-service more reliable.

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Challenges & Solutions

Infosys AssistEdge, our automation platform, incorporates a self-care engine with interactive text, visual and video troubleshooting mechanisms that empower customers to resolve issues.

Digital tools ensure transparency while providing flexibility to modify order terms / shipping instructions, including pickup time and delivery address.

Robotic process automation enables auto-update of order status – from order generation, pickup and dispatch to delivery confirmation.