Case Study: NZ Post reduces customer calls by 33% and improves warehouse safety with DataRobot

How a 180-year-old postal service reduces customer calls by 33% and improves warehouse safety with predictive and generative AI

NZ Post, a 180-year-old postal service in New Zealand, was grappling with rising parcel volumes that drove up customer call volumes, increased costs, and introduced delivery-privacy and warehouse-safety challenges. To accelerate AI innovation beyond limiting open-source tools, NZ Post adopted DataRobot’s platform—leveraging AI Foundation, Predictive AI, Generative AI, AI Governance and Visual AI—to modernize customer experience and operational safety.

DataRobot’s unified lifecycle platform let NZ Post predict which customers would call and automate segmented, proactive communications, while image classification blurred identifying details in proof-of-delivery photos and flagged warehouse safety incidents from CCTV. With DataRobot, NZ Post reduced inbound customer calls by 33%, cut visits to the call-center page by 18% and calls after visiting that page by 8%, improved parcel privacy and worker safety, and streamlined integrations with Snowflake, AWS, Power BI and Azure OpenAI.

NZ Post

Tim Reed

Head of Data Science and Analytics