Director of Strategy & Development, Posti
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.
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.
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.