ViaCTT

About

CTT is the national postal service of Portugal and, because of its “first come, first served” advantage, it has remained a trusted go-to delivery option for a country of 10 million. In recent years, digital has been playing a more significant role in CTT’s brand, aiming to improve the digital experience of ViaCTT users.

Challenge

• Customers requiring assistance would often reach out for support through phone or email.
• The team struggled to deal with these petitions, and customers had to wait for prolonged periods of time.

Solution

• Automaise implemented an AI chat assistant with troubleshooting skills that is able to manage and autonomously solve account access related issues such as password recovery, unblock accounts or set new passwords. ​
• Clients can, autonomously, solve account access related issues. This new channel completely replaced the traditional phone support line.​