Platform
Channels
Lion Parcel elevates customer service with 85% automation powered by Generative AI
Organization
Lion Parcel
Founded
2013
Website
https://lionparcel.com/
Industry
Logistics
Channels
Facebook Messenger, WhatsApp, and Instagram (DM)
Use Cases
Customer Support, FAQs, Live agent support
Challenge
Handle large volumes of shipping-related inquiries with limited agent bandwidth, while offering quality customer service
Lion Parcel, a subsidiary of the Lion Group, specializes in logistics and delivery services throughout Indonesia, dedicated to providing top-notch shipping experiences. It has a vast network of over 7,000 agents, 15,000 courier delivery staff, and a fleet of 3,000, covering 500 cities in Indonesia. Handling tens of thousands of shipping inquiries daily, Lion Parcel sought to implement a Generative AI-driven automation solution with the aim to swiftly address customer queries on preferred digital platforms, effectively easing the burden on agents.
Solution: Lion Parcel Deploys Generative AI-powered Chatbot for Seamless Customer Service
1
YellowG – Generative AI technology
Yellow.ai and Lion Parcel collaborated to implement advanced Generative AI-powered dynamic chatbots across platforms such as WhatsApp, Facebook, and Instagram Messages. Leveraging YellowG-powered LLM API responses, Lion Parcel’s bot dynamically provides answers, ensuring real-time and personalized assistance to customers with convenient self-service options for quick resolution of shipping inquiries such as delivery status, parcel tracking, payment updates, and more. Featuring engaging conversational interfaces, the chatbots are adept at holding succinct conversations with customers in both English and Bahasa, effectively reducing the workload of customer service agents.
2
Outbound Campaigns
Using Yellow.ai’s Engage Module, Lion Parcel streamlines its operations by automating WhatsApp campaigns. This empowers Lion Parcel to effortlessly distribute delivery status updates, launch targeted marketing promotions, deliver post-sales support, and conduct agent/customer satisfaction surveys—all with minimal manual intervention. By leveraging Gen AI automation, Lion Parcel optimizes efficiency, enhances customer engagement, and ensures a seamless experience across all touchpoints.
3
Seamless Integration
Yellow.ai facilitates seamless backend integration for Lion Parcel with Salesforce (SFDC) and Lion Parcel Order Management System (OMS), enabling the automatic generation of tickets in Salesforce Service Cloud for live chat support. These integrations ensure a more responsive and tailored experience.
Impact
Deflection rate
0
%queries automated by the Gen AI Bot
High volumes handled
0
M+messages exchanged
every quarter
High Adoption
0
K+active users handled quarterly
“Revolutionizing customer support in the logistics industry, Lion Parcel is driving an unparalleled service experience for customers with Generative AI-powered dynamic chatbots enabled by Yellow.ai. Our customers enjoy self-serve options for instant query resolution across their preferred digital platforms, ranging from general inquiries to tracking packages with ease. By deploying YellowG, we’ve elevated convenience and efficiency with 85% automation, ensuring every interaction exceeds expectations, with minimal human intervention. Lion Parcel is proud to lead the way in customer-centric logistics solutions, delivering exceptional service with the power of AI.”
Mr. Budi Santoso
Chief Experience Officer
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