Case Study: Estafeta achieves 78% faster call handling with CallMiner OmniAgent

Estafeta cuts call handling time by 78% with CallMiner

Estafeta, a leading logistics and courier company, faced significant customer service inefficiencies. Customers endured long wait times and a complicated IVR system, leading to a high average handling time of 420 seconds per call and bottlenecks in their call center. To address this, they turned to CallMiner for a solution using its OmniAgent service.

CallMiner implemented an AI-powered voicebot named Beatriz, powered by OmniAgent and Azure AI. This solution automated routine inquiries like package tracking, drastically reducing the average handling time by 78% to just 90 seconds. The results included a 120% increase in call capacity, zero waiting time for customers, and 88% of users rating their experience with the voicebot very highly.

Estafeta