The Contact Center – Swiss Post’s customer service – creates trust, answers enquiries and solves problems. Now, intelligent bots take care of more straightforward enquiries, easing the workload for staff.
Anyone who misses a parcel or has questions about delivery can get the answers they need via the Contact Center: by phone, by letter, by e-mail and, since May 2020, also by live chat. With the boom in parcels, the number of enquiries received by the Contact Center has increased by around 15 percent since 2019. But how do Swiss Post staff handle up to 8,500 enquiries per day? The answer? With technological support. For example, incoming e-mails are analyzed by software. If the software can identify the problem, it retrieves the required information – such as the delivery status of a parcel – and fills it into a suitable template. To be on the safe side, this ready-made reply e-mail is checked by an employee at the Contact Center before it is sent.
For the past year, a bot has also been in use for live chat. It can hold a friendly conversation and answer some questions by itself – again providing information on the status of parcel consignments, or referring customers to content on the website that may be of help for their queries. One major benefit is that the chatbot works around the clock, so it can help even at midnight on Sunday. And it eases the workload for the staff at the Contact Center, who can then devote all of their efforts to dealing with less straightforward issues.