Director of Strategy & Development, Posti
Posti at a glance
Finland’s national postal service, with operations spanning postal, logistics, and ecommerce services.
Posti employs 22,000 people across 10 countries to serve their international customer base.
The support team
Hundreds of customer service agents work on the front lines of support to continually improve customer experiences.
Customers can reach out to Posti’s support team via phone, chat, or webform.
Every year, Posti has to manage a seasonal spike in volumes around the winter holidays.
AI-powered chat automation to handle FAQs at scale.
Getting started with Ultimate
Christmas is a busy time of year for any postal service. A traditional solution is to hire seasonal customer service agents to handle the extraordinary volumes. But this method is expensive and slow — and often results in a drop in quality as new agents have little time to be trained. Posti wanted a smarter solution.
They decided to leverage Ultimate’s industry-leading AI technologies to resolve the issue of spikes in customer service demand, forever. Posti was committed to finding a customer service automation partner that could guarantee this efficiency gain, whilst ensuring the service excellence that their customers deserved.
Ultimate met Posti in the run up to Christmas. Posti's expectations were high and the timeline fixed. They wanted a solution that would:
- Empower their workforce to work smarter and free up agent time
- Automate repetitive customer service requests and manual tasks
- Improve Posti's customer experience by providing 24/7 support
AI use case spotlight: managing support request spikes
- Ultimate enables the automation of repetitive customer service requests, in any language. The AI algorithms are powered by deep learning to understand the intent of behind customer messages and respond accordingly.
- This scalable solution allows Posti to give timely support to their customers, even when support volumes surge — without agents being overwhelmed.
- Suggested responses are also being leveraged to support agents in providing faster, more on-brand answers. This drives AHT down even further.
The success story
Fast time to value
Thanks to Posti's clear CX strategy and hands-on guidance from the Ultimate team, they went live with chat automation in under 2 weeks.
Automation frees Posti's support team from the stress of their busy season (and any other time requests spike) so agents can focus on delighting customers.
For an international brand like Posti multilingual support is a must — that's why they love Ultimate's advanced language capabilities.
Ultimate's AI algorithms are powered by deep learning to understand the intent behind customer messages and instantly provide accurate responses.
Next on their automation journey
Posti is scaling their use of Ultimate throughout their contact center. Ultimate suggested responses are being leveraged to support agents in providing faster, more on-brand answers. In the future, more automation capabilities may be on the roadmap, as well as the addition of Posti's 5+ support languages.