Case Study: Lion Parcel achieves 85% customer service automation with Yellow.ai

Lion Parcel elevates customer service with 85% automation powered by Generative AI

Lion Parcel, a logistics and delivery company in Indonesia, needed a way to handle tens of thousands of shipping-related inquiries each day with limited agent bandwidth while still delivering quality customer service. To address this, Yellow.ai introduced a generative AI-powered customer support solution across WhatsApp, Facebook Messenger, and Instagram DM, helping the company provide faster self-service on its preferred digital channels.

Yellow.ai implemented dynamic chatbots powered by YellowG, along with outbound campaign automation and backend integrations with Salesforce and Lion Parcel’s OMS. The solution supports tracking, delivery status, payment updates, and live agent handoff, while operating in both English and Bahasa. As a result, Lion Parcel achieved 85% automation, with high volumes of messages handled each quarter and improved efficiency across customer support and engagement.

Lion Parcel

Budi Santoso

Chief Experience Officer