Indonesia – Lion Parcel, a logistics service provider based in Indonesia, has announced its latest collaboration with customer relationship management firm Salesforce. This partnership intends to optimise customer service using the integration of generative artificial intelligence.
With this integration, the company has leveraged the latest generative AI technology and has significantly improved its customer service through the facilitation of specific and relevant human-like interactions. It has also helped the customer service team to focus more effectively on the problem-solving processes.
In terms of general inquiries, the artificial intelligence technology will be responsible for answering questions in areas such as delivery fees and agent locations. Salesforce will further enhance collaboration and coordination across the country through its real-time customer data access and smoother operational processes.
Talking about the integration, Budi Santoso, chief experience officer at Lion Parcel, said, “As a logistics company, Lion Parcel strives to provide sustainable service development and innovation for end-to-end customer satisfaction.”
“Using Salesforce and AI solutions, we can effectively analyse and take action on real-time customer data on one platform and deliver superior customer service and experiences, even as our network rapidly scales across Indonesia,” he further added.
Meanwhile, Sujith Abraham, SVP and general manager at Salesforce ASEAN, commented that the said implementation demonstrates the transformative potential of technology in personalising customer experiences on a broad scale.
