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AI Agent – The new face of customer support and omnichannel communication

    Automated workflows in logistics and supply chain management

    Simplify and automate essential service processes such as shipment tracking, appointment modifications, damage reporting, and customs inquiries. Specialized AI agents ensure seamless customer communication across channels.

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    Logistics and supply chain
    HH Energienetzwerke
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    Automation with AI agents: Efficiency for logistics providers

    ThinkOwl AI agents handle recurring inquiries and tasks, from shipment status and estimated arrival times to pickup and delivery scheduling, damage reports, or document processes. Processing times are reduced and information remains consistent. Measurable effects (depending on the project) include higher first-contact resolution rates, shorter processing times, and an increased automation rate.

    customer service in logistics and supply chain
    55%


    First-contact resolution

    35%


    Less processing time

    69%


    Automation rate

    Automated logistics services

    delivery
    Pickup and delivery appointments
    Self-service for selecting appointments, drop-off locations, rerouting, and neighbor delivery.
    documents
    Customs and transport documents
    Automatic capture and validation of documents (e.g., invoices, CMR, PoD) with transfer to specialized systems.
    returns
    Returns and pickups
    Label creation, pickup booking, status notifications up to credit issuance.
    reporting
    Damage and loss reporting
    Digital recording with photo upload, automatic assignment, routing, and escalation.
    processing
    Secure modification of payment processing
    Payments changes with authentication, and confirmation via email.
    CSAT survey
    Automatic CSAT collection
    Automatically after a call, chat, or delivery – with quick evaluations for process optimization.

    AI trained on logistics use cases

    Discover our multichannel AI bots for logistics and transportation. Test them live! 

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    Intelligent automation in logistics and supplu chain

    What sets ThinkOwl AI agents apart

    • Real-time support across all channels: From delivery updates and complaints to customs information – chat, voice, email, messenger, portal, and mobile seamlessly integrated.

    • Smart case management: Automatically recognize tracking numbers, assign inquiries, set priorities, and escalate according to SLA.

    • End-to-end case resolution: Fully automate standard processes such as appointment changes, address corrections, or damage reports – without involving the team.

    • High scalability: Handle thousands of tracking and complaint inquiries simultaneously, even during seasonal peaks, weather events, or sales campaigns.


    "At first, we were skeptical about the AI hype. However, thanks to a precision rate of over 90 percent in workflow automation, we were able to significantly grow our business."
    Danielle Baker
    Danielle Baker
    Director of Operations, Odyssey

    Faster processing with AI assistance

    Logistics use case
    Situation in Logistics
    Initial situation:
    More than 1,500 emails were sent to the team via a shared inbox. The team lost track of responsibilities and priorities, had to manually gather data from third-party systems, and lacked transparency over ongoing processes.
    KI Einsatz bei EVU
    With ThinkOwl:
    ThinkOwl AI automatically categorizes, prioritizes, and routes inquiries, provides all relevant customer data from existing systems, and suggests an appropriate response.
    Ergebnisse
    Result:
    Processing time per ticket decreased by 35%. The logistics provider also relies successfully on AI for handling freight invoices. Time-consuming manual work in order processing is largely automated.

    Specifically tailored to the logistics industry

    Accelerating time-to-value

    • LLM and classic AI model orchestration: ThinkOwl combines the best LLM and traditional AI models for every channel to deliver precise result.
    • Context-preserved conversations: Users can switch between channels during an ongoing conversation, with full context preserved.
    • Standard processes automatable: ETA information, address corrections, rerouting, customs data, payments, label creation.
    • Minimal setup effort: Interfaces, for example to TMS, WMS, or CEP systems, without long project cycles.

    Ensuring security and reliability 

    • Hosting in certified German data centers (for EU countries)
    • Data processing and processes in accordance with the requirements of the GDPR
    • Doubly encrypted data storage
    • Flexible deletion concepts – manual or automated
    • Company-wide data privacy and supplier governance
    • Regular internal training on data protection and compliance

    Your AI platform for smart logistics processes

    ThinkOwl combines 25 years of AI expertise in a secure low-code platform that delivers real value to logistics providers in record time. From shipment inquiries to document completion, end-to-end automation increases efficiency, reduces service costs, and ensures maximum data sovereignty.

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    ThinkOwl AI

    Self-service that relieves service teams

    Customers expect immediate answers across all channels – regarding status, appointments, documents, and invoices. ThinkOwl AI agents provide an intuitive self-service experience across all voice and non-voice channels, 24/7, 365 days a year. They can act as autonomous service agents or smart assistants for your team.

    Skalierbarkeit

    Scalable under high demand

    Peaks caused by campaigns, seasonal fluctuations, or weather conditions are handled flexibly.

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    Seamless channel switching

    From voice bot to chat message or email – without any loss of context.

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    Multilingual support included

    Up to 80 languages with real-time translation – making global communication effortless.

    All-in-one AI platform for transport, logistics, and supply chain

    ThinkOwl is the intelligent automation platform for customer service and operational processes in logistics. Documents and specialized systems, such as TMS, WMS, and ERP, can be fully integrated. And due to its low-code approach, ThinkOwl adapts to the needs of CEP, freight forwarding, fulfillment, and contract logistics, enabling efficient operations and lower service costs.

    ic_Banking_02Banking & Finance

    Common challenges

    • Complex transaction queries
    • Complexities in regulatory compliance
    • Fraud and security risks
    • Volume spikes related to campaigns

    Key solutions

    • Automated routine transaction support
    • Built-in workflows for compliance enforcement
    • Real-time AI-based flagging of suspicious activities
    • AI-driven traffic management for campaign-related surges

    ic_Banking_02Banking & Finance

    Common challenges

    • Complex transaction queries
    • Complexities in regulatory compliance
    • Fraud and security risks
    • Volume spikes related to campaigns

    Key solutions

    • Automated routine transaction support
    • Built-in workflows for compliance enforcement
    • Real-time AI-based flagging of suspicious activities
    • AI-driven traffic management for campaign-related surges
    eCommerce and retail

    eCommerce & Retail

    Common challenges

    • Order, payment, and shipping queries
    • Multichannel complexity and inconsistency in communication
    • Pressure to respond instantly
    • Seasonal demand spikes

    Key solutions

    • Scalable ticket management and automated case routing
    • Streamlined service workflows using RPA and AI
    • Conversational AI bot for automated client interactions
    • Omnichannel communication facility for unified customer engagement
    banking and finance

    Banking & Finance

    Common challenges

    • Complex transaction queries
    • Complexities in regulatory compliance
    • Fraud and security risks
    • Volume spikes related to campaigns


    Key solutions 

    • Automated routine transaction support
    • Built-in workflows for compliance enforcement
    • Real-time AI-based flagging of suspicious activities
    • AI-driven traffic management for campaign-related surges
    utilities and energy

    Utilities & Energy

    Common challenges

    • High volume of billing and outage-related inquiries
    • Service complaint and escalation management
    • Limited availability of self-service options
    • Inconsistent service quality and feedback mechanisms


    Key solutions

    • AI bots (voice & chat) for handling routine questions
    • Automated case routing and SLA management
    • Self-service portals for usage visibility and bill payment
    • Quality assurance with integrated performance metrics
    rpa

    Travel & Hospitality

    Common challenges

    • Frequent booking and cancellation requests
    • Multi-channel guest communication
    • Language and time-zone barriers
    • Post-trip feedback management inefficiencies


    Key solutions

    • Conversational bots for automating common booking and cancellation tasks
    • Omnichannel messaging across email, chat, SMS, and social media
    • >Multilingual virtual assistants designed to support global guest
    • Customer feedback collection via survey tools with CSAT and NPS metrics
    Telecommunication

    Telecommunications

    Common challenges

    • Repetitive questions on data, roaming, and SIM setup
    • High churn from network issues or 
      service disruptions
    • Siloed systems across CRM, billing, and network tools
    • Lack of workflow automation

    Key solutions

    • Chatbots and voicebots for 24/7 client query handling
    • Timely multi-channel notifications and updates
    • Software integration for unified data interface
    • Intelligent automation using BPMN
    insurance

    Insurance

    Common challenges

    • Application and claim processing delays
    • Complex inquiries and long processing times
    • Manual paperwork
    • Lack of information and DIY facility

    Key solutions

    • RPA and AI-driven process automation
    • AI bots for instant customer query handling
    • Digitalization of paperwork with OCR and e-signature technologies
    • Self-service and end-to-end digital claim management portals
    ic_logistic

    Logistics & Transport

    Common challenges

    • High inquiry volumes
    • Manual document processing
    • Staff shortages
    • Difficulty in data flow across multiple software

    Key solutions

    • AI case management for automated resolution processes
    • AI-based digitalization of document processing
    • Intelligent suggestions and case pre-sorting for support staff
    • Third-party software integration with data extraction
    Education

    Education Institutions

    Common challenges

    • Queries about courses, schedules, and exams
    • Difficulty managing multi-channel communication 
    • Language barriers in student support
    • Inefficient feedback collection and follow-up processes


    Key solutions

    • Conversational AI for answering common student queries
    • Unified communication for omnichannel interaction management
    • Multilingual support with AI-powered translation tools
    • Feedback collection via surveys with automated follow-ups
    healthcare

    Healthcare

    Common challenges

    • Appointment scheduling delays and long wait times
    • Inefficient patient data management
    • Low patient engagement
    • Fragmented care coordination between providers


    Key solutions

    • AI-driven scheduling to reduce wait times
    • Integrated systems for unified data management
    • Automated reminders and patient portals
    • Centralized platforms for care coordination
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    ThinkOwl AI Platform

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