Posti at a glance


The customer

Finland’s national postal service, with operations spanning postal, logistics, and ecommerce services.


The market

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.


The channels

Customers can reach out to Posti’s support team via phone, chat, or webform.


The situation

Every year, Posti has to manage a seasonal spike in volumes around the winter holidays.


The solution

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
And they wanted their solution to be deployed in time for the holiday season — which (spoiler alert) it was.
“We launched in early December and by Christmas Ultimate was automating +80% of customer requests in our Christmas chat line. It was a no brainer!”

Lasse Huttunen
Director of Strategy & Development, Posti


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.


Scalable solution

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.


Multilingual capabilities

For an international brand like Posti multilingual support is a must — that's why they love Ultimate's advanced language capabilities.


Instant support

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.

Ready to start your automation journey?