Grounded answers, in the customer's own language

CUSTOMER SNAPSHOT

Helthjem is a Norwegian shipping and logistics company that delivers packages, magazines and newspapers. Through a partnership with sister company Morgenlevering and select bakeries, the company also delivers freshly baked goods that arrive at the customer's front door by 7am the next morning. The company's goal is to provide the world's best customer service. Demand for home deliveries rose sharply during the pandemic.

THE CHALLENGE

Parcel volumes rose 135% in 2020, doubling Helthjem's market share in Norway to around 11%. With the volume came a higher influx of customer questions about package status, estimated delivery times and returns.

Most of the questions fell into two categories: where a package was and how Helthjem's services worked. Customers asking "where is my package" wanted a precise answer about when it would arrive.

THE SOLUTION

Helthjem chose Kindly because the platform's Norwegian language depth was rare among providers in the Nordics. That made it possible to build an AI Support Agent that worked in the language Helthjem's customers actually spoke.

The AI Support Agent connected to Helthjem's booking and tracking system. When a customer asked where their parcel was, the AI Support Agent pulled the answer from live shipping data, and gave it back in plain language.

THE RESULTS

The AI Support Agent went live four weeks after kick-off. Six months later, queries about "I do not understand the tracking information" had dropped by 30%.

Queries in the broader "information" category, things like how Helthjem's services work and where parcels get picked up, fell by 10%.

The customer service team kept its time for the questions that needed them. The most pressing enquiries got the agents' attention, and the recurring ones got an answer either way.

Customer service works best when the answer comes straight from the data, in the language the customer speaks.