Case Study: CTT achieves better customer service and self-service with Devoteam’s “Helena” Gen AI chatbot

CTT cuts customer inquiries with Devoteam using the first transactional Gen AI chatbot in Europe

CTT, the national postal service of Portugal, faced a significant challenge with its overloaded call center and a limited existing chatbot that could only provide generic responses. A large portion of customer contacts were for tracking items, accounting for 50% of all interactions. To address this, CTT partnered with vendor Devoteam to build a new, transactional chatbot using Microsoft Azure OpenAI Services.

Devoteam developed "Helena," an advanced Generative AI chatbot that simulates human-like interactions and synthesizes data from various APIs. The solution provides tailored, conversational responses and allows customers to execute self-service tasks, such as tracking packages. The project involved a significant effort in prompt engineering to ensure the bot's tone of voice aligned with CTT's brand. The implementation by Devoteam significantly enhanced customer service, creating a more dynamic and self-service platform and leading to better customer satisfaction.

CTT – Correios De Portugal, S.A