About ISS Parcels
ISS Parcels provides parcel distribution and reverse supply services for major mail companies in Greece. With a well-organized network, real-time monitoring, and self-service tools, ISS ensures timely and secure delivery of shipments on a daily basis.
The Challenge
ISS Parcels faced a customer service crisis. Despite offering a self-service portal for tracking packages, customers overwhelmingly preferred direct communication. The support team was drowning in repetitive inquiries:
Phone & Chat Overload
- Most inquiries were about tracking information already available online
- Extended response times during peak hours
- Multilingual support challenges with Greek and English customers
- Limited availability during non-business hours
Email Processing Bottleneck
- Majority of staff time spent on manual email processing
- Long email response times averaging several hours
- High volume of daily emails requiring individual attention
- Inconsistent quality and missed follow-ups
The team was overwhelmed, customers were frustrated with slow responses, and operational costs were spiraling. ISS needed a comprehensive solution that could handle both real-time inquiries and asynchronous email communications.
The Comprehensive Solution
We developed a two-pronged AI-powered customer support transformation that addressed both immediate and asynchronous customer needs:
🤖 AI-Powered Support Chatbot
An intelligent, context-aware chatbot powered by GPT-4o that connects directly to ISS Parcels' courier API, providing instant, accurate responses 24/7.
Key Features:
- Real-time tracking updates via direct API integration
- Multi-language support (Greek & English)
- Voice input capabilities for accessibility
- Contextual conversation memory
- Seamless handoff to human agents when needed
📧 Automated Email Response System
An intelligent email processing system that automatically handles tracking inquiries, extracts relevant information, fetches real-time status updates, and generates professional Greek responses.
Key Features:
- Automatic tracking number extraction and validation
- Real-time ELTA API integration for status updates
- AI-generated professional Greek responses
- Human oversight dashboard for quality control
- Automated follow-up and escalation workflows
Transformational Results
🚀 Performance Gains
- Dramatically faster responses — from minutes to seconds (chatbot)
- Significant email processing improvement — major reduction in processing time per email
- Substantial email capacity increase — multiple times more emails handled daily
- 24/7 availability with exceptional uptime
💰 Business Impact
- Significant operational cost reduction on routine inquiries
- Enhanced customer satisfaction with instant, accurate responses
- Staff reallocation to higher-value customer service tasks
- Scalable infrastructure ready for business growth
Why This Transformation Succeeded
The success of ISS Parcels' customer support transformation stemmed from addressing the complete customer journey — not just individual touchpoints. By combining real-time chat capabilities with intelligent email automation, we created a seamless experience that customers love and staff can manage efficiently.
The integrated approach meant customers could choose their preferred communication method while ISS maintained consistent, high-quality service across all channels. Most importantly, the human oversight features ensured the personal touch remained while dramatically improving efficiency.
Beyond the impressive metrics, ISS Parcels has fundamentally transformed how they serve customers — moving from reactive, overwhelmed support to proactive, scalable customer success.