Business challenge
Australia Post handles millions of customer inquiries annually, with the highest volume related to eCommerce related parcel tracking. The high volume of repetitive queries placing pressure on customer service teams especially during peak periods.
Key challenges
High contact centre costs driven by repetitive inquiries
Peak trading periods, such as Nov–Dec, when parcel volumes increase significantly, leading to a spike in inquiries
Inconsistent service, based on seasonal demand
Ensuring seamless integration with the providers backend systems
Complex technical landscape and product construct requiring complex integration and orchestration
Solution
AI-powered virtual assistant.
With fullstop.ai and Google Cloud, Australia Post implemented multiple Voice and Chat virtual assistants to automate key customer interactions and lift digital resolutions.
Key Capabilities
Known customer user experience providing proactive support to Identified users
Proactive customer management leveraging customer, product and geographic identifiers
Multi-modal technology, supporting voice, chat, and interactive digital workflows to maximise accessibility across customer touchpoints
Seven distinct applications, supporting multiple brands and personas
Intelligent self-service workflows, dynamically adapting responses based on customer persona, delivery method, and the clients complex business rules
Automated enquiry management and digital resolution, reducing reliance on human agents while escalating complex cases with full context for faster support
Delivery network and back office integration: Addressing delays and lost items
Key benefits & impacts
Increased self-service resolution rates, reducing live agent escalations
Faster parcel tracking and dispute resolutions, improving customer satisfaction
Supports multiple customer personas, including consumers, merchants, 3PL’s, Enterprises and and government agencies
Highly configurable business rule and orchestration capability to maximise resolution
Multi-modal engagement (voice, chat, digital self-service) ensures seamless user experiences
Operational Efficiency & Cost Savings
24x7 coverage and reduced contact centre volume
Automated low-complexity inquiries, allowing agents to focus on high-value support cases
Scalability for peak trading events, handling fluctuations in demand
Conclusion
By deploying an AI-powered multi-modal self-service platform, fullstop.ai and Google Cloud have enabled the client to deliver digital-first customer support at scale, ensuring faster, more accessible, and highly personalised experiences across its extensive network.