Revolutionizing the Shipping and Logistics Customer Care through GenAI for a Global Logistics Company

Situation

A global leader in shipping and logistics, renowned for its innovative and efficient solutions had to reduce the time its customer and customer care agent spend on resolving queries. Complex customer requests can require reviewing multiple documents and business rules to be able to compile an answer, enhancing the complexity and causing customers to rather call than using selfcare channels.

Solution

We created a flexible GenAI chatbot platform that allows catering to both staff and customers by responding to complex questions based on internal knowledge content.

Furthermore, we rolled-out a chatbot with a ChatGPT-like frontend for internal use, and via API consumed by salesforce for customer use, leveraging leading technologies like OpenAI GPT-4-Turbo and vector embeddings based semantic search.

We introduced an extensible platform for data ingestion from different sources (Office documents on SharePoint, Salesforce knowledge base content, business rules, etc.) to be used by chatbots when generating responses.