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Packeta Group is one of the largest logistics networks in Central and Eastern Europe. It operates over 15,000 pick-up points and Z-BOXes and collaborates with more than 62,000 online stores. Rapid growth has also brought an increasing volume of customer inquiries. The original tools could no longer keep up with the growing communication volumes or the requirements for clarity and reporting. Therefore, the company deployed an email bot - an automated assistant for handling email communication - that helps process recurring inquiries and eases the workload of customer support.
