How Proxima Logistics reduced backlog inquiries by 73% in two weeks
The regional logistics leader consolidated eight entry points into a single conversational AI that triages requests, authenticates customers, and routes complex cases to human agents only when needed.
Channels merged
8
Phone, email, WhatsApp, Facebook, Viber, web chat, in-app, client portal
Avg. response time
2.8s
Down from 3m 42s for first reply across digital channels
Fallback transfers
9%
Only complex customs cases escalate to human specialists
What hurt before Bravin
Three regional teams answered tickets independently, duplicating answers and occasionally contradicting pricing policies.
During the Black Friday surge, backlog peaked at 4,700 unanswered messages, and customers switched to competitors offering instant updates.
Leadership lacked a consolidated view of customer sentiment, making it impossible to prioritise process fixes.
How the rollout unfolds
Knowledge consolidation sprint
We gathered SOPs, tariff tables, and shipment scenarios into a version-controlled knowledge base that fuels every answer.
- Mapped 120 repetitive intents across regions
- Embedded policy snippets with validity dates
- Added auto-expiring notices for seasonal rules
Identity-aware routing
OAuth login inside the widget matches the customer to ERP profiles for personalised ETAs and invoice retrieval.
Ops cockpit for leadership
Dashboards reveal which depots create the most incidents, enabling weekly stand-ups focused on root causes.
What changed after launch
Operating costs per resolved ticket dropped dramatically once repetitive tracking requests stopped reaching human teams.
Ticket backlog
-73%
Live tracking updates satisfy clients without agent intervention
Customer retention
+18%
Logistics partners renewed multiyear contracts after seeing SLA compliance
Agent focus time
+26 hrs/week
Teams now prioritise customs disputes instead of copy-pasting ETAs
Daily operating rhythm
Morning sync
AI surfaces unresolved intents and compliance flags for supervisors.
Real-time notifications
Operations lead receives Slack alerts when surge thresholds are exceeded.
Continuous learning
Weekly retraining on escalated tickets keeps answers aligned with policy changes.
Assets included
- Centralised knowledge base with version history
- Live analytics dashboard embedded in Looker
- Escalation matrix with automated SLA watchdogs
Replicate Proxima’s orchestration
Book a discovery session to map your multichannel sprawl and build a rollout sequence tailored to your SLAs.
Explore more Company automation scenarios
Each playbook below is production ready. Open one to continue the conversation with our team using the context that matters most to you.
Conversation intelligence control room
Analyse every chat, call, and email for sentiment shifts, product gaps, and churn signals in one dashboard.
Rapid infrastructure integration
Deploy conversational AI in legacy stacks with guarded security requirements and strict audit trails.
Lead qualification autopilot
Score, enrich, and schedule enterprise demos while the SDR team sleeps — every conversation logged to your CRM.