Faster, more precise logistics with AI: Odyssey case study
Odyssey Logistics and Technology Corporation (Odyssey) is a global logistics provider with a freight network of more than two billion dollars that once had a serious helpdesk problem. Inundated with over 1500 emails a day, its customer service staff was losing control of the process, hurting service big time.
Read this case study to learn how ThinkOwl and AI accuracy brought order out of chaos and raised business growth by automating Odyssey's routine and time-consuming manual tasks so their employees could focus on more meaningful work.
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What challenges did Odyssey face in customer service?
Odyssey's customer service team faced several challenges, including a lack of overview due to the high volume of emails, manual processing that led to inefficiencies, and difficulties in tracking operations. They struggled with duplicate case processing, no quality assurance, and limited control options, which hindered their ability to improve operations.
How did ThinkOwl improve Odyssey's operations?
ThinkOwl helped Odyssey by automating routine processes and providing smart AI workflows that recognized business data in emails. This eliminated the need for employees to switch between applications, allowing them to access relevant case information easily. As a result, the team now handles over 30% more tasks with greater speed and accuracy.
What results did Odyssey achieve with AI?
After integrating AI through ThinkOwl, Odyssey's customer service became more efficient, with the same team managing 30% more tasks. The automation of routine processes freed up time for more critical tasks, leading to improved accuracy and faster response times, ultimately enhancing customer satisfaction.
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