Automating 90% of Customer Support for a Logistics Giant
By the time a human reads a "Where is my order?" ticket, you have already lost money. Here is how we automated Tier-1 support while improving CSAT.
The Financial Black Hole
Our client (a last-mile delivery network) was spending $1.2M/year on outsourced support agents. 80% of tickets were simple queries: "Where is my package?" or "Change delivery address."
Tier 1 Automation
ApexOne deployed an Autonomous Dispatch Agent hooked directly into the SQL shipping database.
When a user emails "Where is my stuff?", the Agent:
- Parses the email for Tracking IDs (using Regex + NER).
- Queries the database for real-time location.
- Generates a polite, branded response with the map link.
- Closes the ticket.
Tier 2 Routing
Crucially, the AI knows what it doesn't know. If a user says "The driver threw my package and broke it," the AI detects Sentiment: Angry and Topic: Damage.
It instantly routes this to a "Tier 2" Senior Human Agent, along with a draft apology and the insurance claim form ready to be sent.
ROI Analysis
Year 1 savings: $900,000. The human team was reduced from 40 agents to 8 highly-paid "Problem Solvers." Customer Satisfaction Score (CSAT) rose from 3.2 to 4.6 because wait times dropped from 4 hours to 4 seconds.