Case Study: Purolator achieves 98% voice accuracy and 95% chat containment with Omilia’s conversational AI platform

Purolator achieves 98% voice accuracy with Omilia

Purolator, Canada's largest integrated parcel and freight delivery service, faced operational challenges driven by evolving customer expectations. Their outdated and stagnant on-premise contact center technology was unable to provide the speed and transparency required. To transform its customer experience, Purolator partnered with Omilia to implement its conversational AI platform for voice and digital channels.

By deploying Omilia's AI-powered solution, Purolator achieved remarkable results within weeks of launch. The voice solution achieved 98% accuracy, while the chat solution reached 95% containment. The chat bot handled about four times the volume of contact center agents, providing tremendous value and exceeding expectations. Omilia's platform enabled Purolator to modernize its customer interactions with high levels of automation and accuracy.

Purolator