Case Study: a leading 3PL provider in the Asia-Pacific region boosts customer satisfaction with Kyndryl’s generative AI reporting assistant

a leading 3PL provider cuts customer response times from 24 hours to minutes with Kyndryl

A leading third-party logistics (3PL) provider in the Asia-Pacific region faced a challenge in responding to customer queries. Their small service team had to manually coordinate with IT to extract data from multiple SQL databases, a process that could take up to 24 hours and hindered customer satisfaction. The company partnered with Kyndryl to develop a solution using generative AI to automate this reporting.

Kyndryl co-created a prototype AI-powered customer service assistant on Google Cloud Platform, utilizing the Gemini Large Language Model on Vertex AI. The solution generates SQL queries from natural language, retrieves data, and returns summarized reports. This innovation from Kyndryl accelerated reporting from hours to minutes, reduced the service team's dependency on IT staff, and is expected to significantly increase customer satisfaction levels.