CDEK

Robocalls for a delivery service

The logistics company CDEK has automated the process of confirming the date, time, and address of a delivery. If necessary, a voice assistant can change the delivery details without involving call-center personnel. Using the Voximplant solution has sped up the delivery confirmation process for customers and increased the coordinated order conversion rate within the company.

Initially, operators made all calls to agree on delivery details. With the increase in the volume of orders, the need to automate this process emerged. The Voximplant solution made the order confirmation process more cost-effective and faster. It allowed us to cover the entire volume of calls. I would also like to highlight the professional approach of Voximplant employees and the speed of solution developmennt.

Marina Semenova
Delivery coordination function development manager, CDEK

Problem

Lack of resources to maintain customer service when scaling

Before delivering a package, the call center operators had to contact the customers to work out the date, time, and address at which it would be convenient for the customer to accept the order. But as service volumes grew operators could no longer keep up with the increasing workload which adversely affected the level of customer service. So CDEK realized it needed to optimize the delivery confirmation process.

Solution

Automated confirmation of delivery details

CDEK uses the Voximplant solution and HTTP-integration of the service with a CRM system to coordinate the date, time, and address of a delivery automatically.

 

Outgoing communication

In a successfully dialed call one day before the scheduled delivery date the robot verbalizes the delivery details. By pressing buttons the customer can confirm or change the date, time, and address of the delivery. If the customer wants to change the address speech recognition is activated: the customer has 15 seconds and two attempts to articulate the new delivery address.


The robot makes three dialing attempts. If the customer doesn’t get to the phone in time or couldn’t answer, their number is added to the callback database to be called by a live operator or to have the delivery coordinated through a messaging app.

 

Incoming communication

The customer can also call back if they missed the call. If the delivery details have not yet been agreed upon, the robot reads aloud the date, time, and address. If the delivery details have been agreed upon, or the customer is calling from an unknown number, their call is relayed to an incoming IVR system.

How it Works

HTTP API

Script integration with any application

IVR

Interactive Voice Response

Speech-To-Text

Speech recognition and natural language processing

Text-To-Speech

Synthesis of a unique voice for speaking to customers

SDKs

Tools for rapid application development

Voice Recording

Call recording for quality assurance

Result

Improved conversion rates and lower communication costs

Bot integration has allowed the company to cut its customer communication costs in half and to take on a greater share of coordinating deliveries. The button-based method of order confirmation helped minimize the likelihood of mistakes and the conversation recording option helped maintain a high level of customer service.

Robocalls for a delivery service

CDEK is a logistics company founded in 2000. It is one of the top five courier companies in Russia. CDEK has about 600 business units and representative offices throughout our country and abroad. For several years in a row now the CDEK franchise has been among the five most successful franchises according to Forbes.

Employee count

5,000+

Project start date

2019

Location

Russia

Automation area

Customer service