Lion Parcel Harnesses Generative AI for Customer Service
While delivery demands are increasing, Lion Parcel also sees the urge for fast and personalised customer service.
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Indonesia-based logistics service provider Lion Parcel has partnered with Salesforce to optimise customer service through generative AI integration.
Adopting this latest technology is part of the company’s effort to maximise the end-to-end customer experience, from acquisition to post-delivery support.
The logistics needs of customers across Indonesia amidst digitalisation have become opportunities yet challenges for Lion Parcel. While delivery demands are increasing, Lion Parcel also sees the urge for fast and personalised customer service.
With Salesforce, Lion Parcel has adapted the latest generative AI technology for specific and relevant human-like interactions. Generative AI integration into Lion Parcel customer service has helped the customer service team focus on the problem-solving process so it could be more effective and measured.
Meanwhile, general inquiries such as delivery fees and agent locations will be answered by AI technology. Collaboration and coordination across Indonesia are also easier with Salesforce as customer data can be accessed in real-time and the operational process could be smoother.
Lion Parcel has been using Salesforce Service Cloud to empower teams to understand diverse customer behaviours and drive personalisation with customer segmentation across channels.
As a result, service agents can effectively manage and prioritise customer service cases, contributing to faster service response times and a 73% reduction in case resolution times.
For example, Lion Parcel today uses AI to address about 90% of customer interactions on WhatsApp, the most-used platform for customer communications.
For complex cases, its AI solution automatically escalates the case to the appropriate service agent, who then picks up the case in Service Cloud and takes necessary action.
“As a logistics company, Lion Parcel strives to provide sustainable service development and innovation for end-to-end customer satisfaction,” said Budi Santoso, CEO of Lion Parcel.
“Using Salesforce and AI solutions, we can effectively analyse and take action on real-time customer data on one platform, and deliver superior customer service and experiences, even as our network rapidly scales across Indonesia,” said the CEO.
Sujith Abraham, SVP and general manager of Salesforce in ASEAN, said Lion Parcel’s use of AI with Salesforce exemplifies how this transformative technology is personalising customer experiences at scale.
