The Belgian Post Group Automated Customer Service for Track and Trace Inquiries
How to shift customer requests from the phone channel to digital self-service channels?
Guide callers from the phone channel to an effortless digital customer service channel using Visual IVR
Jacada’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its advanced dialog management capabilities, library of pre-built intents, robust analytics platform, and flexible hosting options position it well for success in the future as the adoption of IVA solution accelerates.
Skand Bhargava, Practice Director
About the Client
Our Approach
Bpost, together with Jacada, formulated a plan and designed a solution for offering self-servicing capabilities at the time customers called. Equipped with a smartphone, customers could now opt in to a visual experience that would be delivered right to their mobile device while on the call.
Customers can now tap and type the details of their delivery and be presented with a visual status update on their package in transit.
Results
- Customers no longer need to call or connect with staff to locate their delivery
- bpost has seen a containment rate of 81% among track and trace calls due to successful self-service
- bpost now has an effective means to capture customer feedback and sentiment and have realized a noticeable increase in transactional NPS
What's Next
Implementation saw a drastic decrease in customer contacts. The solution continues to hold strong in delivering effective self-service for their customers while improving the customers overall experience. bpost decided to start with the track and trace inquiries and their plan is to continue to add functionality through greater integration with their existing knowledgebase to enhance the self-servicing capabilities.
