Case Study: Posti automates 80% of customer enquiries with Ultimate.ai

Automating 80% of incoming enquiries within one month

Posti, Finland’s national postal service and logistics provider, faced a major seasonal surge in customer service demand during Christmas. To handle the spike without sacrificing service quality, Posti turned to ultimate.ai and its Automate by ultimate.ai solution to help manage repetitive customer enquiries and free up agents for more complex work.

ultimate.ai deployed the AI solution in under two weeks, and by Christmas it was automating more than 80% of customer requests in Posti’s Christmas chat line. The result was 24/7 support for customers, reduced pressure on agents, faster responses, and a scalable automation approach that Posti is now expanding across its contact center.

Posti

Lasse Huttunen

Director of Strategy & Development