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IntercomProblem & solution
Building bots for success: The custom bot that saved logistics platform Stuart over 2.5k hours per week - The Intercom Blog
Summary
Stuart, a logistics platform owned by GeoPost, faced the challenge of scaling support for its delivery partners without slowing response times or losing the personal touch. After analyzing their support journey, Head of LiveOps Andrew Baylis and Program Manager Marina Alejo identified that manual handling of every conversation was inefficient and implemented an Intercom Custom Bot, the courier bot. The bot operates across four delivery stages, resolving common queries automatically and collecting context before routing complex issues to agents, reducing manual intervention to 55%. As a result, the bot saves over 2,500 support team hours and automatically resolves 55,000 chats per week, with response times under 30 seconds and resolutions four times faster. Additionally, handling time per case is two minutes faster and delivery partner satisfaction has increased by 4%, with plans to further expand self-service capabilities.
Context
Stuart is a last-mile logistics platform owned by GeoPost that uses Intercom for customer support. To scale without increasing headcount, they analyzed their delivery partner support journey and implemented a custom bot to automate common queries.
Approach / What changed
The team deployed an Intercom Custom Bot (courier bot) across four stages of the delivery process: pick-up, waiting, delivery, and drop-off. The bot automatically resolves frequently asked questions, collects contextual information upfront, and sets expectations for wait times. For complex issues, it routes the conversation to human agents via Intercom or Slack, reducing manual intervention to 55%.
Takeaways
Automating common queries with a custom bot reduced manual intervention to 55% and saved over 2,500 support team hours per week.
The bot’s collection of contextual information upfront enabled agent response times under 30 seconds and reduced handling time by two minutes per case.
Tracking conversation trends through the bot allowed Stuart to forecast issues and provide proactive support, leading to a 4% increase in delivery partner satisfaction.
FAQ
How did Stuart reduce support response times to under 30 seconds?
By implementing a custom bot that automatically resolves common queries and collects context before routing complex issues, allowing agents to respond faster. Response times dropped below 30 seconds as a result.
What impact did the courier bot have on the support team's workload?
The bot saves over 2,500 support team hours per week by automatically resolving 55,000 chats and reducing manual intervention to 55%. This freed agents to focus on complex issues.
How did the bot improve delivery partner satisfaction?
The bot provided faster response times (under 30 seconds) and faster resolutions (4x faster), along with clearer communication. Delivery partner satisfaction increased by 4%.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
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