Indonesia’s logistics service provider, Lion Parcel has integrated generative AI capabilities for the customer service team to enhance customer experience.
Post integration, AI technology handles general inquiries including delivery fees and agent locations, freeing up human agents for complex issues.
The firm has selected Salesforce solutions including service cloud, sales cloud, and Slack to access customer data in real time.
The implementation is supported by TMS Consulting, a Salesforce partner.
With the Salesforce service cloud, the team can understand diverse customer behaviours and drive personalisation with customer segmentation across channels.
It helps service agents manage and prioritise customer service cases.
This has led to faster service response times and a 73 percent reduction in case resolution times.
According to the company, it uses AI to address about 90 percent of customer interactions on WhatsApp, the most-used platform for customer communications.
For complex cases, the AI solution automatically escalates the case to the appropriate service agent, who then picks up the case in Service Cloud and takes necessary action, it added.
Streamline operations
Lion Parcel has also been using Salesforce Sales Cloud and Slack across its business to streamline operations and connect with teams.
With the sales cloud, the company’s sales team has a 360-degree view of customers to easily track customer communications and data in real time and streamline operations.
Lion Parcel’s chief experience officer, Budi Santoso, said using Salesforce and AI solutions, the company can analyse and take action on real-time customer data on one platform.
This helps deliver superior customer service and experiences, even as the company’s network rapidly scales across Indonesia, Santoso added.
It has helped Lion Parcel to become a data-driven customer-centric company, enabling management to craft stronger strategies in line with market needs.
