[{"data":1,"prerenderedAt":264},["ShallowReactive",2],{"story-\u002Fcustomer-stories\u002Faustralia-post":3},{"id":4,"title":5,"body":6,"description":251,"extension":252,"feature":253,"meta":254,"navigation":258,"path":259,"seo":260,"sitemap":261,"stem":262,"__hash__":263},"customer_stories\u002Fcustomer-stories\u002F01.australia-post.md","Delivering Scalable Digital Support in a Highly Complex Landscape",{"type":7,"value":8,"toc":247},"minimark",[9,29,83,104,166,203,230],[10,11,13,22],"row",{":section":12},"true",[14,15,17],"column",{"col":16},"col-12 col-md-3 col-lg-4",[18,19,21],"h4",{"id":20},"business-challenge","Business challenge",[14,23,25],{"col":24},"col-12 col-md-9 col-lg-8",[26,27,28],"p",{},"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.",[10,30,31,37],{":section":12},[14,32,33],{"col":16},[18,34,36],{"id":35},"key-challenges","Key challenges",[14,38,39],{"col":24},[10,40,41,51,59,67,75],{},[14,42,44],{"col":43},"col-12 col-md-6",[45,46,48],"icon-card",{"icon":47},"chart-mixed-up-circle-dollar",[26,49,50],{},"High contact centre costs driven by repetitive inquiries",[14,52,53],{"col":43},[45,54,56],{"icon":55},"arrow-trend-up",[26,57,58],{},"Peak trading periods, such as Nov–Dec, when parcel volumes increase significantly, leading to a spike in inquiries",[14,60,61],{"col":43},[45,62,64],{"icon":63},"chart-line-up-down",[26,65,66],{},"Inconsistent service, based on seasonal demand",[14,68,69],{"col":43},[45,70,72],{"icon":71},"diagram-project",[26,73,74],{},"Ensuring seamless integration with the providers backend systems",[14,76,77],{"col":43},[45,78,80],{"icon":79},"code-branch",[26,81,82],{},"Complex technical landscape and product construct requiring complex integration and orchestration",[10,84,85,91],{":section":12},[14,86,87],{"col":16},[18,88,90],{"id":89},"solution","Solution",[14,92,93,101],{"col":24},[26,94,95],{},[96,97,100],"span",{"className":98},[99],"heading-3","AI-powered virtual assistant.",[26,102,103],{},"With fullstop.ai and Google Cloud, Australia Post implemented multiple Voice and Chat virtual assistants to automate key customer interactions and lift digital resolutions.",[10,105,106,112],{":section":12},[14,107,108],{"col":16},[18,109,111],{"id":110},"key-capabilities","Key Capabilities",[14,113,114],{"col":24},[10,115,116,124,131,138,145,152,159],{},[14,117,118],{"col":43},[45,119,121],{"icon":120},"circle-check",[26,122,123],{},"Known customer user experience providing proactive support to Identified users",[14,125,126],{"col":43},[45,127,128],{"icon":120},[26,129,130],{},"Proactive customer management leveraging customer, product and geographic identifiers",[14,132,133],{"col":43},[45,134,135],{"icon":120},[26,136,137],{},"Multi-modal technology, supporting voice, chat, and interactive digital workflows to maximise accessibility across customer touchpoints",[14,139,140],{"col":43},[45,141,142],{"icon":120},[26,143,144],{},"Seven distinct applications, supporting multiple brands and personas",[14,146,147],{"col":43},[45,148,149],{"icon":120},[26,150,151],{},"Intelligent self-service workflows, dynamically adapting responses based on customer persona, delivery method, and the clients complex business rules",[14,153,154],{"col":43},[45,155,156],{"icon":120},[26,157,158],{},"Automated enquiry management and digital resolution, reducing reliance on human agents while escalating complex cases with full context for faster support",[14,160,161],{"col":43},[45,162,163],{"icon":120},[26,164,165],{},"Delivery network and back office integration: Addressing delays and lost items",[10,167,168,174],{":section":12},[14,169,170],{"col":16},[18,171,173],{"id":172},"key-benefits-impacts","Key benefits & impacts",[14,175,176],{"col":24},[10,177,178,183,188,193,198],{},[14,179,180],{"col":43},[26,181,182],{},"Increased self-service resolution rates, reducing live agent escalations",[14,184,185],{"col":43},[26,186,187],{},"Faster parcel tracking and dispute resolutions, improving customer satisfaction",[14,189,190],{"col":43},[26,191,192],{},"Supports multiple customer personas, including consumers, merchants, 3PL’s, Enterprises and and government agencies",[14,194,195],{"col":43},[26,196,197],{},"Highly configurable business rule and orchestration capability to maximise resolution",[14,199,200],{"col":43},[26,201,202],{},"Multi-modal engagement (voice, chat, digital self-service) ensures seamless user experiences",[10,204,205,211],{":section":12},[14,206,207],{"col":16},[18,208,210],{"id":209},"operational-efficiency-cost-savings","Operational Efficiency & Cost Savings",[14,212,213],{"col":24},[10,214,215,220,225],{},[14,216,217],{"col":43},[26,218,219],{},"24x7 coverage and reduced contact centre volume",[14,221,222],{"col":43},[26,223,224],{},"Automated low-complexity inquiries, allowing agents to focus on high-value support cases",[14,226,227],{"col":43},[26,228,229],{},"Scalability for peak trading events, handling fluctuations in demand",[10,231,232,238],{":section":12},[14,233,234],{"col":16},[18,235,237],{"id":236},"conclusion","Conclusion",[14,239,240,243],{"col":24},[26,241,242],{},"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.",[244,245],"tag-cloud",{":tags":246},"[\"Cloud Armor\", \"Cloud Run\", \"Speech\", \"Interconnects\", \"CES\", \"Dialogflow\", \"BigQuery\", \"Firebase\"]",{"title":248,"searchDepth":249,"depth":249,"links":250},"",2,[],"See how we implemented multiple Voice & Chat virtual assistants to automate key interactions & lift digital resolutions.","md",false,{"logo":255,"image":256,"intro":257},"\u002Fimg\u002Fcustomer-logos\u002FAustralia_Post.webp","\u002Fimg\u002Fcontent\u002Fcustomer-story-feature-img-auspost.svg","Australia Post operates in a highly fragmented technology environment, complex network, serving a diverse customer base with highly detailed business rules and orchestration with varying service expectations. Senders and receivers require fast, accurate support across a wide range of logistics, parcel, and postal inquiries.",true,"\u002Fcustomer-stories\u002Faustralia-post",{"title":5,"description":251},{"loc":259},"customer-stories\u002F01.australia-post","A6RxcDDBam0JojWsCI4SJNHvZifWZtqK9GS0MupqwC0",1783572445709]