Case Study: Lion Parcel reaches 85% automation of shipping queries with Yellow.ai generative AI
Key results
The challenge
Lion Parcel, a subsidiary of the Lion Group, provides logistics and delivery services across Indonesia with a network of over 7,000 agents, 15,000 courier staff and a fleet of 3,000 covering 500 cities. Handling tens of thousands of shipping inquiries daily, it needed to address queries swiftly while easing the burden on agents.
The solution
Yellow.ai and Lion Parcel deployed YellowG generative-AI dynamic chatbots across WhatsApp, Facebook and Instagram for self-serve resolution of delivery status, tracking and payment queries in English and Bahasa, with the Engage module automating outbound campaigns and Salesforce/OMS integration for live-chat ticketing.
“By deploying YellowG, we've elevated convenience and efficiency with 85% automation, ensuring every interaction exceeds expectations, with minimal human intervention.”
BSBudi SantosoChief Experience Officer, Lion Parcel
The results, in context
By deploying YellowG generative AI, Lion Parcel reached 85% automation of customer queries with minimal human intervention. The chatbots handle self-serve shipping inquiries across preferred digital platforms, reducing the workload on customer service agents.