How a logistics SME cut response time by 92% with AI agents
92% faster customer response · 6 ops roles freed · 24/7 coverage
🔥 The challenge
Dhaka Logistics Co. ran customer communication by hand. Shipment inquiries arrived on WhatsApp and by phone at all hours, and a small ops team triaged each one manually — checking status, replying, and escalating urgent parcels. During peaks the queue overflowed: customers waited hours for a reply, urgent shipments slipped through, and six staff spent most of their day answering the same questions instead of moving freight. Response time was their biggest complaint and their biggest hidden cost.
⚡ The solution
We deployed VoiceDesk and ChatBase together across phone and WhatsApp. Inbound calls are answered instantly by a Bangla voice agent that looks up shipment status, while ChatBase handles WhatsApp inquiries 24/7 in Bangla and English. The agents pull live status from the operations system, answer routine "where is my parcel?" questions automatically, and route only genuinely urgent or exceptional shipments to a human — with full context attached. Rollout started after-hours to prove reliability, then expanded to full-time coverage once the team trusted the handoffs.
🎯 The outcome
Customer response time dropped 92%, from hours to seconds, and the system now handles 10× the tickets per day without adding headcount. Cost per inquiry fell 68% as routine questions stopped reaching staff, and six operations roles were freed from triage to focus on actual logistics. Coverage is now genuinely 24/7 — nights, weekends and peak surges are handled the same as a quiet Tuesday. The biggest win was strategic: response speed went from their weakest point to a selling point when pitching new B2B accounts.
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