Case Study: InPost automates 92% of customer inquiries and slashes response time to 6 minutes with Zowie

InPost Automated 92% of Millions of Customer Support Inquiries in Less Than a Year

InPost, one of Poland’s largest parcel delivery services with 11,000+ lockers, was struggling with long customer wait times (often hours), large volumes of repetitive inquiries, and the need to hire temporary staff for peaks. To fix this without overhauling their tech stack, InPost chose Zowie and rolled the solution out across website chat, Facebook Messenger, Google Assistant and WhatsApp.

Zowie integrated with no coding and was set up in minutes; within one month it automated 50% of responses and in under a year reached 92% automation, cutting average response time to 6 minutes, greatly reducing holiday hiring and enabling 100% operations growth with 0% staff increase. Zowie’s AI and Inbox/Forwarding let human agents focus on complex cases, delivering measurable drops in response times and staffing costs.

InPost

Anna Janik

Customer Care Director