Case Study: Odyssey achieves faster, more accurate logistics customer service with ThinkOwl

Faster, more precise logistics with AI

Odyssey, a global logistics provider, faced significant challenges in its customer service department, which was overwhelmed by 1,500 daily emails. The manual process in group mailboxes led to a lack of overview, duplicate work, and no quality control, forcing agents to waste time switching between applications to find information. To address this, Odyssey partnered with vendor Thinkowl and implemented its AI-powered solution to bring order to the chaotic workflow.

Thinkowl automated the email processing with smart AI workflows that recognize key business data, eliminating the need for constant app switching. This provided agents with relevant case information on a single screen and automated routine tasks. The results were substantial: Odyssey now handles over 30% more tasks with the same team, achieving faster response times and higher accuracy, with the AI automation reaching 90% accuracy to help drive business growth.

Odyssey

Danielle Baker

Director of Operations