UK's largest Courier & Parcel Delivery company handles 1.8M+ inquiries with Voice AI

Organisation

UK's largest Courier & Parcel Delivery company

Founded

2008

Website

Confidential

Channel

Voice AI (Inbound Automation)

Industry

Logistics / Courier

Usecases

Delivery status queries, rescheduling, multilingual inbound automation

Support automation at scale

AI-driven voice automation reduced handling time, improved resolution efficiency, and ensured 24/7 multilingual support.

1.8M+

inquiries handled

70%

FCR

0.58×

efficiency ratio*

60%

lower AHT

Challenge

Solution

Impact

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A leading UK courier company faced high inbound volumes and SLA breaches. Gnani.ai implemented multilingual AI voice agents to scale support and automate repetitive inquiries.

Solution

The organization deployed Ask365 to handle large inbound call volumes, offering multilingual automation for delivery updates and rescheduling. This enabled faster resolutions and improved customer satisfaction.

Deployed AI bots integrated with parcel tracking systems for instant delivery status updates.

Applied continuous AI optimization to improve handling accuracy during high-demand and seasonal spikes.

This automation helped UK's largest Courier & Parcel Delivery company scale, improve customer satisfaction, and reduce costs significantly.

Impact

UK's largest Courier & Parcel Delivery company improved operational efficiency, reduced AHT, and achieved better resolution rates while lowering costs dramatically.

1.8M+

inquiries

70%

FCR

60%

AHT cut

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