100% of Calls Answered: How an Omnichannel AI Contact Center Transformed a Logistics Company

As technology evolves and freight volumes continue to grow, logistics companies are increasingly rethinking their customer service strategies. One of the key challenges is the efficient handling of incoming requests across multiple communication channels.

Implementing an AI contact center integrated with artificial intelligence not only improves customer service quality but also significantly reduces operational costs. Omnichannel solutions enable centralized communication management — from phone calls to social networks and messengers. This approach lightens the workload for staff, accelerates request processing, and boosts customer satisfaction.

AI within such systems automates routine tasks, processes large volumes of data, and delivers personalized solutions in real time.

In this case study, we share the experience of implementing an omnichannel AI contact center for a major logistics company — a client of KOMPaaS.tech.

KOMPaaS’s Client Profile

The client is a large transport and logistics company with over 4,000 employees operating across Europe. The company provides reliable freight services and focuses on delivering high-quality customer experiences.

As shipment volumes and the customer base grew, the company began facing challenges in managing incoming calls.

The old system, based on a classic IVR scenario, required callers to choose from nine menu options. However, most callers either didn’t complete the selection or pressed the first available number to reach an operator more quickly. This caused confusion, led to a high number of misrouted calls, and overloaded contact center agents, who had to manually redirect calls.

The company’s management turned to KOMPaaS.tech for a solution to minimize missed calls and enhance the quality of customer interactions.

Finding the Optimal Solution

At the initial stage, several options were considered — from upgrading the existing IVR menu to implementing standalone automation tools. However, none of these approaches provided a comprehensive solution: they failed to account for the need to integrate multiple communication channels and did not enable the required level of personalization.

Therefore, the decision was made to implement an AI-powered cloud contact center from KOMPaaS.tech — a solution designed to deliver intelligent request routing, interaction automation, and centralized communication management.

KOMPaaS.tech Solution: AI, Omnichannel Communication, and Personalization

During the project, several key challenges were identified: complex terminology, an extensive knowledge base, and the impact of the human factor on request accuracy.

To address these issues, a voice bot with speech-to-text transcription capabilities was implemented. In addition, an omnichannel platform was introduced to integrate all cloud communication channels into a single interface. This greatly simplified the operators’ workflow and significantly reduced the average request handling time.

Results and Next Steps

The full implementation of the contact center took about four months. The new voice assistant now successfully handles 100% of incoming calls, virtually eliminating lost calls and significantly improving customer satisfaction.

Automation of routine tasks has reduced the workload on operators, while intelligent routing and personalization have enhanced productivity and the overall efficiency of customer interactions.

Moving forward, the company plans to expand the system’s functionality — integrating customer data analytics, adding new communication channels, and connecting the AI contact center with other business processes. This will enable even more accurate forecasting of customer needs and the delivery of relevant, real-time solutions.