About Estafeta

Estafeta is a leading logistics and courier company, specializing in express delivery, parcel shipping, and supply chain solutions. Established in 1979, Estafeta has grown to become one of the largest and most reliable courier services in Latin America, offering domestic and international shipping options. The company is known for its extensive network, innovative technology, and commitment to customer service, catering to both individual and business clients.

Challenges

Estafeta faced customer service and call center inefficiencies

Before implementing CallMiner OmniAgent (formerly VOCALLS), Estafeta faced significant challenges related to customer service efficiency and call center management. Customers experienced lengthy wait times, often up to 10 minutes, navigating a complicated interactive voice response (IVR) system just to speak with a human agent. This created bottlenecks in call center queues and resulted in slower response times, negatively impacting overall customer satisfaction. Additionally, the long average handling time (AHT) of calls, around 420 seconds, limited the number of customer interactions the call center could effectively manage.

Another challenge was managing high call volumes with limited capacity, which restricted Estafeta's ability to address customer needs promptly, especially for common inquiries like package tracking. The inflexibility of traditional systems also made it difficult to quickly adapt or scale business processes to evolving customer demands. These issues highlighted the need for a more efficient, scalable, and customer-friendly solution to enhance service quality and operational effectiveness.

Solution

OmniAgent transformed Estafeta’s customer service

To address these challenges, Estafeta deployed an AI-powered voicebot named Beatriz, powered by CallMiner’s OmniAgent, built using Microsoft Azure AI technologies. This voicebot automates millions of customer interactions annually, enabling Estafeta to handle calls with zero waiting time and significantly reduce the average handling time from 420 seconds to just 90 seconds, a 78% improvement. Beatriz handles routine inquiries such as package tracking efficiently, freeing up human agents to focus on more complex customer issues. When necessary, the voicebot seamlessly transfers calls to agents, providing them with the full context for a smooth customer experience.

Powered by OmniAgent’s proprietary natural language processing (NLP) engine and supported by Azure Cognitive Services and Azure OpenAI Service, the voicebot adapts to conversational nuances by modifying speech tempo, tone, and emotional cues. This flexibility allows Estafeta to rapidly design and deploy new business processes within days, making the system highly scalable and customizable. As a result, Estafeta has been able to increase call capacity by 120%, significantly reduce customer wait times, and achieve high customer satisfaction ratings, with 88% of users rating their experience with the voicebot positively.

“With [OmniAgent], the average handling time reduced by 78%, from 420 seconds to 90 seconds. We were also able to answer 120% more calls for tracking packages,” said Gizeth Paulina Torres Orecjo, Innovation Manager at Estafeta. “Of our customers, 88% rate their experience with the voicebot very highly, and 89% say they find it easy to receive necessary service.”

Results

Transforming CX and call center performance with OmniAgent AI voicebot

The implementation of CallMiner OmniAgent has delivered significant improvements to Estafeta’s customer service operations. By automating routine interactions and enhancing call handling efficiency, the solution has transformed the customer experience and optimized call center performance.

Key measurable outcomes from this partnership include:

• 78% reduction in average handling time (from 420 seconds to 90 seconds)
• 120% increase in the number of calls answered, especially for package tracking inquiries
• 88% of customers rate their experience with the voicebot very highly
• 89% of customers find it easy to receive the necessary service via the voicebot
• Zero waiting time for customers contacting the call center