Case Study: CheapCargo automates support and reduces repetitive work with CM.com’s HALO AI and Chip

CheapCargo automates 95% of shipment cancellations with CM.com

CheapCargo, a digital freight forwarder, faced a challenge scaling its customer support across multiple countries as repetitive operational requests created a high volume of manual work for its agents. The company partnered with vendor CM.com to implement its HALO AI solution, aiming to automate these routine tasks and free up their team to focus on complex logistics challenges that required human expertise.

CM.com's solution was an AI agent named Chip, which was integrated into CheapCargo's website to handle processes like shipment cancellations and booking inquiries automatically. The results were significant, with Chip automatically handling over 95% of cancellation requests and resolving 64% of all incoming questions. This led to a 27% reduction in support emails and saved several minutes per automated case, providing the foundation for international growth without proportionally scaling headcount.

CheapCargo