Customer story

AI-Powered Virtual Assistant Transforming Customer Support.

Team Global Express (TGE) has deployed a Virtual Assistant (VA) leveraging fullstop.ai’s AI expertise and Google Cloud’s Conversational AI technology to streamline customer interactions, reduce call volumes to live agents, and enhance self-service capabilities. The solution includes both voice and chat virtual assistant capabilities, designed to handle high-volume queries efficiently while maintaining a superior customer experience.

Business challenge

TGE handles over 1.6M customer inquiries annually, with a significant number related to parcel tracking, collection points, delivery schedules, and redirection services. The high volume of repetitive queries was placing pressure on customer service teams, leading to long wait times and increased operational costs.

Key challenges

High contact centre costs driven by repetitive inquiries

Long customer wait times impacting satisfaction

Need for improved self-service options to increase efficiency

Ensuring seamless integration with the providers backend systems

Solution

AI-powered virtual assistant.

With fullstop.ai and Google Cloud, the Provider implemented a multi-channel Virtual Assistant to automate key customer interactions via both voice and chat.

Voice Virtual Assistant Capabilities

Handles inbound customer calls for parcel tracking, redirection, delivery status, and post office locations

Seamlessly integrates with providers logistics database to provide real-time updates

Intelligent call routing ensures that only complex queries are escalated to human agents

Chat Virtual Assistant Capabilities

Available on the Providers website and app (released Q425) or instant self-service

Uses Google Cloud’s DialogflowCX for Natural Language Understanding (NLU) to process customer queries

Supports multi-turn conversations and understands regional language variations for an inclusive experience

Key benefits & impacts

Improved Customer Experience

24/7 self-service availability across multiple channels

Faster resolution times for common inquiries

Seamless handoff to human agents for complex cases

63% self service

Operational Efficiency & Cost Savings

Deflection of repetitive inquiries from call centres

Increased agent productivity by focusing on high-value interactions

Reduced average handling time (AHT) for escalated cases

Conclusion

By leveraging fullstop.ai’s expertise in Conversational AI and Google Cloud’s advanced AI tools, the provider has transformed customer interactions with an intelligent, scalable Virtual Assistant. The chat and voice virtual assistants work together to enhance efficiency, improve customer satisfaction, and optimise operational costs, reinforcing their commitment to innovation and customer-centric service.