Overseas Express reduces customer inquiries by 60% using AI

Logistics provider Overseas Express has reduced its customer service inquiries by more than 60 percent through the implementation of a smart WhatsApp assistant. Developed using Infobip’s AgentOS chatbot builder, the tool was introduced to manage a growing volume of shipments that had previously overwhelmed traditional phone and email support channels.

The chatbot is integrated directly with Overseas Express’s shipment tracking systems, allowing customers to receive instant updates on delivery status, request courier contact, and provide service ratings. During peak periods, the assistant handles between 20,000 and 25,000 interactions, representing a fivefold increase in customer sessions since its debut.

The project was a collaboration between Infobip and Hrvatski Telekom, with the latter providing network infrastructure and operational expertise. By automating routine inquiries, the company aims to allow human support teams to focus on more complex cases requiring direct intervention.