The chatbot was instrumental in the first pandemic wave reducing the workload of the already overburdened call centre which moreover had to operate in limited mode. This gives Slovenská pošta a brand-new tool providing natural and easy explanation of postal services that customers haven’t used yet or those of which the customers may have previously been unaware. Slovenská pošta has introduced a new option giving voice to its customers – they may express their opinion on the selected services while the postal operator collects data on customer satisfaction and preferences. The intention for the future is to gradually expand the features of the Postal Assistant so that it becomes a communication channel on par with the customer care centre.

At present, the chatbot also engages in internal communication with employees in order to collect data on employee satisfaction with the selected areas.

The whole design solution of this project is operated on Microsoft Azure, a state-of-the-art cloud-based infrastructure enabling a high degree of scalability.

Postal Assistant can be accessed at https://www.posta.sk/

This unique new system of automation of postal operations represents an increase in the quality level of data processing. It not only eliminates the manual work of merchants, but also brings a significant simplification of the whole process. Merchants can focus on their core business – selling products and services – and are no longer overwhelmed by debt collection. Simultaneously our solution saves precious time – the processing of receivables was reduced from a few days to a few minutes. Another great benefit is the fact that thanks to the use of an automated reminder system, Slovenská pošta was able to increase payment discipline for corporate customers by up to 65%.

Our Postal assistant has helped more than 340 corporate customers since the launch of B2B advisory in just 2 months. Almost a third used chatbot to create a price offer, which significantly saved time and helped the sales department.