Case Study: AI-Powered Customer Experience for a Global Logistics Leader

How Group9 Helped a Logistics Company Automate Support for Nearly 1 Million Daily Customer Interactions

The Challenge

A global logistics provider was looking to elevate its customer experience across multiple digital channels. With rising customer volumes and limited support resources, their internal support teams were overwhelmed by repetitive, time-consuming queries.

The organization needed an automation solution that could:

• Seamlessly integrate with existing backend systems

• Automate responses to frequently asked questions

• Free up live agents for complex customer issues

• Provide 24/7 support through multiple communication channels

Their goal was clear: streamline operations and improve customer satisfaction without scaling headcount.

The Solution: AI-Powered Virtual Agent Deployment

Group9 Communications partnered with a leading AI solutions provider to design and deploy a robust conversational AI agent tailored to the company’s specific needs.

Key Actions:

• Developed and launched a dynamic virtual assistant powered by AI

• Integrated the AI platform with the client’s existing CRM and logistics tracking systems

• Enabled round-the-clock self-service on high-volume platforms including WhatsApp and the company website

• Ensured that only high-complexity queries were routed to live agents, improving efficiency and response times

The Results

• • Scalable Customer Engagement: AI agent now supports close to 1 million customer interactions daily across digital channels

  • 24/7 Support: Customers can resolve common issues anytime without waiting for a live agent

  • Reduced Agent Load: Significant reduction in ticket volume handled by human support—allowing agents to focus on higher-value conversations

  • Seamless Integration: AI platform fully connected to legacy systems for real-time data access and order updates

Conclusion

Group9’s AI implementation helped this logistics provider deliver smarter, faster, and more cost-effective support at scale. By embracing automation, they improved the customer experience, empowered their agents, and increased operational efficiency—all without expanding headcount.