We were approached by one of the largest transport and logistics companies in Russia, operating in the field of port, railway and integrated logistics business.
The company transports import and export cargo all what you can do with gcash database over the world, by various modes of transport. There are more than 15 thousand regular customers, so the service department receives hundreds of requests daily, and many of them require reference information.
Finding a solution
Initially, a special database was maintained for customer service, where all news from the freight industry, updates to ship and train schedules, changes in fees, duties and tariffs were loaded.
Of course, using such a database was much more convenient than searching for all the information yourself, but the search was manual and took a lot of time, and clients wanted to receive answers to their requests as quickly as possible.
The integration of a shipping cost calculator and the sending of changes to tariffs in the client's personal account on the website only partially relieved the support service.
It was decided to try an AI-based chatbot so that it could access the information storage, extract the required data from there and process it according to the request.
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