Case Study: a US logistics company reduces query resolution time by 95% with Robylon

How a US logistics enterprise reduced its customer query resolution time by 95%

The US logistics company, a delivery management platform, faced a significant customer support challenge. Using Freshdesk, their team was overwhelmed by a high volume of repetitive tickets, which resulted in an average resolution time of two to three hours. This bottleneck also caused delays for priority tickets, straining their support resources. They enlisted Robylon to address this issue.

Robylon implemented its AI-powered software, which was integrated directly with Freshdesk. Their solution used an intent identification agent trained on historical tickets to automatically resolve common queries. The AI handled 52% of tickets without human intervention, reducing the average resolution time from hours to under two minutes. This automation allowed the company's human agents to focus on more complex, high-priority support issues.