Overseas Express Reduced Customer Service Inquiries by 60 Percent

Through a collaboration with Infobip and Hrvatski Telekom, the logistics provider Overseas Express has successfully reduced its customer service inquiries by more than 60 percent. This was achieved by migrating routine communications to a smart assistant built for WhatsApp using Infobip’s AgentOS chatbot builder. The implementation was driven by a growing volume of shipments, which had previously overwhelmed traditional support channels—including phone lines and email—resulting in slower response times.

Infobip’s chatbot is directly integrated with Overseas Express’s shipment tracking systems, allowing customers to receive instant and accurate updates on WhatsApp. Since its debut, the assistant has seen a fivefold increase in customer sessions, handling between 20,000 and 25,000 interactions during peak periods. The smart assistant is capable of resolving common tasks such as checking shipment status, requesting courier contact, and providing service ratings. This automation allows human support teams to dedicate their full attention to more complex cases that require direct intervention.

Sanja Travica Kosalec, Customer Service Supervisor at Overseas Express, noted that the chatbot enables customers to get answers regarding delivery status in seconds without waiting for an agent. The project was supported by Hrvatski Telekom, which provided the necessary network infrastructure and on-the-ground operational expertise. Matija Ražem, Chief Commercial Telecom Officer at Infobip, added that logistics serves as a demanding test for conversational AI, as speed and accuracy are critical. He emphasized that this example demonstrates how AI can successfully manage high volumes of routine inquiries while maintaining a high standard of support.