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Zásilkovna is a parcel delivery solution and a member of the Packeta Group. Known for setting trends in the logistics industry, Packeta has shipped 90 million parcels since its founding, with a record-breaking 817,000 parcels shipped in a single weekend in December 2022.
A scalable, cost-effective solution
Zásilkovna’s call center was facing a fluctuating strain on its capacity during outages or peak times such as December. The number of full time equivalents for call center agents had to be increased or decreased based on demand in order to handle incoming calls.
Human agents and IVR were not effective or scalable solutions, but voice automation was scalable, cost effective, and proven to reduce wait times for customers. After researching the voice automation market and choosing VOCALLS, Zásilkovna and the VOCALLS team worked together to create ZET, an AI voicebot.
Voice automation is scalable, cost effective, and proven to reduce wait times for customers.
“Since the creation of Zásilkovna, we have been doing our best to give our clients the best shopping and delivery experience. This is of course related to the professionalism, speed and availability of our customer service. The number of shipments transported doubles year-on-year, our customer center receives more than 5,000 calls and 2,000 e-mails a day outside the main season, and demands on the capacity of the call center are logically increasing. Before Christmas, we even expect more than 500 simultaneous calls from customers at the peak at one time, and it would be very difficult to manage without the help of ZET.
ZET has one more great feature – it can entertain an unlimited number of people at once. As a technology company, we were looking for a solution to further improve our customer service, and the involvement of artificial intelligence is therefore a logical step. Otherwise, it wouldn't be Zásilkovna if we didn't play the role of pioneers, offer new solutions and try to offer customers the best possible service.”
Taking on inbound calls in any season
The main challenge for Zásilkovna was the uncertainty. What should they require the voicebot to do? The two teams combined their expertise and used the VOCALLS Designer platform to create a voicebot for call routing.
A customer can call Zásilkovna and speak to the voicebot using natural language, and the voicebot determines which flow the customer should be routed to based on what the customer needs help with.
Zásilkovna and VOCALLS created a voicebot for call routing using the VOCALLS Designer platform, a flow building tool.
"Where's my package?"
Since its initial implementation in 2021, the ZET voicebot has been updated and improved to cover a number of inbound caller intents. The most frequently used query is when callers ask “Where is my order?” also known as WISMO.
When a customer calls Zásilkovna and enters the flow to track their package, ZET will choose one of two options.
If the customer’s phone number is connected to a package, ZET will immediately ask “Are you calling about a shipment from SENDER that ends with the number 000?” If yes, then Zet provides the order status.
If the customer’s phone number is not connected to a package, they can simply dictate the order number to ZET, who will then provide the status of the package.
Callers are able to speak to the voicebot the same way they would to a person, without having to navigate through a clunky, lengthy IVR menu.
What does the status update look like? Thanks to the extended API, the voicebot can access detailed information such as the package’s current depot location and when it arrived there. The voicebot can also extend the deadline to pick up a package from the self-service Z-BOX or other pickup point.
The voicebot delivered the scalability required by Zásilkovna’s call center, quickly processing queries for an unlimited number of simultaneous callers. Thanks to the reduction in demand for human agents in the call center, they were able to focus on the more complex cases where human input is really necessary.
At peak times or during outages, the voicebot instantly scales to match demand, and customers are able to get the help they need 24/7 with no hold time. Zásilkovna considers the improved customer experience to be the greatest benefit of ZET.
ZET has also saved on costs in the call center. According to Zásilkovna’s estimates, they would need more than three times the number of FTEs to handle all the calls in a season that the voicebot takes care of now.
The cost savings for the call center greatly exceed the costs of acquiring and managing the voicebot.
