The ChallengeA 40-person logistics company in Milan was drowning in customer support tickets. Their team of 5 support agents handled 300+ daily WhatsApp and email queries about shipment tr
The Challenge
A 40-person logistics company in Milan was drowning in customer support tickets. Their team of 5 support agents handled 300+ daily WhatsApp and email queries about shipment tracking, delivery changes, and documentation. Response time averaged 4 hours. Customer churn was 12% monthly.
What We Built
Orazen deployed a multi-agent AI system using the Orazen AI Stack infrastructure:
- WhatsApp AI Agent: Handles 80% of shipment tracking queries instantly
- Email Triage Agent: Classifies, prioritizes, and drafts responses for complex tickets
- Documentation Agent: Auto-generates shipping documents and customs forms
- Analytics Dashboard: Real-time tracking of resolution rates and customer satisfaction
The Results
- 80% of support queries resolved by AI without human intervention
- 4 hours → 12 seconds average response time
- Customer churn reduced from 12% to 3% monthly
- 2 support agents reassigned to revenue-generating account management
- ROI: 6.2x in first 3 months
"Orazen did not just build us a chatbot — they built us an AI workforce. Our support team now focuses on VIP clients while AI handles everything else." — Marco R., Operations Director