Case Study: InPost cuts phone calls by 25% with Zowie AI

How InPost Cut Phone Calls by 25% Overnight With Zowie

InPost, the European out-of-home ecommerce platform, needed a better way to handle support as its Italian market grew rapidly. Relying on phone support was becoming costly and inefficient, leading to long wait times for simple customer questions like pickup codes and order updates. InPost turned to Zowie’s AI Agent to improve its customer support operations.

Zowie implemented a no-code AI agent that integrated into InPost’s existing systems and automated common support requests. The results were immediate: incoming phone calls dropped by 30% in Italy, the AI Agent resolved 53% of chats on its own, and average wait time fell to 5 seconds, helping InPost achieve a 98% answer rate.

InPost

Anna Janik

Customer Care Director