Cargo Expreso

Cargo Expreso is a leading logistics and transportation company based in Guatemala, managing over 1 million shipments annually. Renowned for its efficient and reliable cargo services, the company operates throughout Central America with a strong focus on customer satisfaction and operational excellence.

Cargo Expreso aimed to scale its operations while upholding its high service standards. The rapid growth of small businesses in the region presented opportunities and challenges. To remain competitive, the company needed to meet the increasing demands of a booming SMB sector, ensure exceptional service levels, and manage the complexities of growing shipment volumes—all without compromising customer satisfaction.

To address these challenges, we developed a bespoke Logistics Virtual Agent designed to provide seamless, human-like customer interactions while optimizing key logistics operations. This solution would integrate directly with Cargo Expreso’s logistics and CRM systems, granting the virtual agent access to real-time parcel status and customer data.

The AI-powered virtual agent delivered comprehensive customer support by handling tasks such as providing shipment status updates, accessing historical client data for personalized interactions, and creating service tickets directly within the CRM. Additionally, it was equipped to manage and de-escalate common customer issues, including package returns, delivery delays, and other shipment-related challenges, as well as technical troubleshooting.

The project included a thorough consulting and development phase, and it was completed in just 16 weeks, followed by a swift deployment and optimization phase lasting one month. Continuous refinements based on user feedback ensured that the solution met the evolving needs of both Cargo Expreso and its customers.

Our Logistics Virtual Agent delivered significant value to Cargo Expreso by:

• Automating customer interactions, streamlining routine queries, and allowing human agents to focus on more complex tasks.
• Enhancing customer satisfaction by providing fast, efficient, and personalized support at scale with real-time updates resolutions, reducing average response times by 95% and enhancing their reputation and reliability.
• Optimized operations by reducing the workload on customer service teams, enabling efficient client onboarding and service integration, and improving overall efficiency.
• Increased market share by enabling Cargo Expreso to scale operations and capture a larger share of the booming SMB sector.