India's largest e-commerce delivery platform automates 2.5M+ queries with Voice AI

Organisation

India's largest e-commerce delivery platform

Founded

2017

Website

Confidential

Channel

Voice AI (Inbound Automation)

Industry

E-commerce Logistics

Usecases

Real-time query automation, product-level order updates, SKU-specific responses

Support automation at scale

AI-powered inbound voice agents handled 2.5M+ inquiries with precise, product-specific responses while reducing manual dependency.

2.5M+

queries handled

65%

FCR

0.57×

efficiency ratio*

72%

lower agent dependency

Challenge

Solution

Impact

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A leading e-commerce logistics platform needed scalable automation for product-level customer inquiries. Gnani.ai delivered voice AI to enable accuracy and efficiency.

Solution

The organization automated inbound customer support for millions of product-specific queries using Ask365. This solution reduced agent workload, improved first-call resolution, and delivered SKU-level query accuracy at scale.

Integrated Ask365 with product metadata to deliver real-time, item-level responses for customer queries.

Implemented continuous learning loops using historical query feedback for better accuracy over time.

This solution scaled customer service, enhanced CX, and reduced costs by optimizing inbound workflows with AI.

Impact

India's largest e-commerce delivery platform achieved higher service efficiency, significant cost reductions, and improved customer experience with intelligent automation.

2.5M+

queries

65%

FCR

72%

agent cut