Logistics · Kestrel Freight
A support agent that answers shipment queries before customers finish typing.
72%Tickets resolved without a human
4 minMedian first response, down from 3 hours
₹38LAnnual support cost avoided
The challenge
Kestrel's 14-person support desk spent most of its day on "where is my shipment" messages. Peak weeks pushed first responses past three hours and the team was losing people to burnout.
Our approach
We connected an agent to their tracking system, carrier feeds and helpdesk. It answers status queries with live data, raises exceptions with carriers automatically, and routes damage and billing claims to people with the full history attached.
The outcome
Within six weeks the agent handled 72% of tickets end to end. The team now spends its time on claims and key accounts, and nobody on the desk has left since launch.
“Our customers think we hired twenty people. We didn't hire anyone — we just stopped drowning.”
Meera Iyengar, Head of Customer ExperienceKestrel Freight
Connected systems
HelpdeskTracking APICarrier feedsEmail
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