Automation of Customer Support Across Europe

Rapid growth brought an increasing volume of customer inquiries. The original tools could no longer keep up with the communication volumes or with the need for clarity and reporting.

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 cooperates with more than 62,000 eshops. In 2024 alone, it transported over 130 million parcels and achieved a turnover of CZK 8.46 billion. Due to dynamic growth and high seasonality especially during Christmas, when parcel volume increases by tens of percent. Packeta faced a major challenge: maintaining top-level customer service amid the growing number of inquiries.

Main challenges

The main issues Packeta faced were the low level of automation and insufficient integration with internal systems. Communication between teams often took place unnecessarily via email, and routing inquiries had to be done manually. This led to operator overload, especially during peak seasons, limited reporting capabilities, and made it difficult to find necessary information.

Solution

Packeta implemented intelligent automation within the Daktela platform, powered by coworkers.ai technology.

Automatically categorize and route emails and inquiries based on content.

Pre-fill information for claims or requests.

Track and evaluate communication effectiveness in real time.

As a result, repetitive inquiries are handled automatically, allowing operators to focus on more complex cases. Internal communication also improved, as the system minimizes message forwarding between teams and speeds up approval processes.

Implementation

The system was integrated with internal CRM and claims systems, email and chat channels, internal databases, and Packeta’s knowledge bases. Coworkers.ai draws from structured data about shipments, claim records, and internal processes, allowing it to correctly assign requests without human intervention.

Analysis of inquiry types and definition of recurring scenarios

Design of conversational flows and automation rules

Pilot testing in the claims and customer care departments

Gradual expansion to other channels and branches

The most challenging part was integrating across systems and unifying data so that AI could work efficiently with historical records.

“Thanks to automation and smart routing, we increased the efficiency of claims processing by 24% and sped up email responses by 15%. Daktela is a key partner for growing our customer support not only in the Czech Republic and Slovakia but also in our branches across Europe.”

Martina Šestáková

Head of Claims, Performance & Quality, Packeta

Future plans

Packeta plans to expand AI automation to additional language versions, enhance analytics and reporting for international teams, and integrate customer support with other internal systems for a more comprehensive customer view.

Automation of Customer Support Across Europe

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