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UPS and CommBox

How the UPS ASC IL Powers a 24/7 Intelligent Customer Service Platform

Powered by AI-driven WhatsApp, Email, and real-time backend data execution

Powered by AI-driven WhatsApp, email, and real-time backend execution.
UPS ASC provides international shipping and logistics services to private and business customers worldwide. UPS’s Israeli Authorized Service Contractor (ASC) has served local customers since 1994.

To improve responsiveness, reduce manual workload, and control rising service costs, UPS ASC uses CommBox to connect digital messaging directly to its core systems. The goal was to ensure every customer interaction triggers a real operational update – automatically, at scale.

UPS COMMBOX CASE STUDY

+70%

Increase in automation rate

86%

WhatsApp Resolution

40%

Resolution Improvement

24/7

Execution

62%

Inquiries resolved by AI chatbot

2000+

Work hours saved monthly

43%

Improvement in automation efficiency  

50K

Conversations managed monthly

Industrie

  • Logistics & Transportation
  • Supply Chain & Distribution
  • Courier Delivery Services

Kanäle und Integrationen

  • Digital messaging & Social
  • WhatsApp
  • Web chat

 

Anwendungsfälle

  • Interactive Delivery Updates
  • Customs Clearance
  • WhatsApp Customer Requests
  • AI-Powered Email Routing

Industrie

Einzelhandel und eCommerce

Kanäle und Integrationen

SMS, WhatsApp, Facebook messenger, Facebook posts, Instagram, Email, IVR, SAP

Mannschaften

Customer service

Größe des Unternehmens

Small size (1 – 500)

Anwendungsfälle

  • Live- und automatisierte Unterstützung 
  • Automatisierte Benachrichtigungen
  • 24/7 Selbstbedienung
  • Digital forms
  • Integrated business systems
  • Bots auf WhatsApp
  • Terminplanung für Techniker
  • Übergabe von Bot zu Mensch

Challenges

High Volume of Inquiries, Disconnected Workflows

The company faced a high volume of delivery-related customer service inquiries that were managed through disconnected workflows. Customers reached out to update delivery details, track shipments, request pricing, or submit customs documents, requiring manual work in some cases – CRM updates, and email management of inbox and uploading attachments.

Repetitive handling and duplicated tasks limited efficiency, increased operational costs, and slowed resolution times.

UPS ASC needed a solution where digital messages do more than communicate with customers — they are directly connected to real-time logistics and operational execution, so that every customer interaction is immediately translated into action.

As volumes grew, the existing service model became costly, slow, and difficult to scale without adding headcount.

Die Lösung

Workflows Tied Directly to CRM & Backend Operational Systems

The company assigned CommBox to structure digital interactions into automated workflows tied directly to CRM and backend operational systems. WhatsApp and email communications connect directly to the company’s core systems, enabling proactive campaigns and AI agents to interact with customers and execute CRM and logistics updates in real time.

AI now identifies  customer intent across multiple languages and routes each interaction into predefined automated processes that:

  • Collect required information
  • Open or update CRM records
  • Trigger backend logistics actions
  • Escalate to agents with full context when needed

 

This ensured that every customer message resulted in a measurable operational action. Every update is written directly into operational systems in real time, reducing duplicate handling, minimizing errors, and lowering cost per interaction. Digital messaging became a shared operational layer across both customer service and internal teams.

Top Use Cases

High-Impact Automation Across Departments

Customer-facing automation areas:

1. Interactive Delivery Updates (Proactive Campaigns)

UPS ASC replaced passive SMS and email notifications with interactive WhatsApp messaging.

The company’s customers can:

  • Update personal details (ID/Company Number)
  • Update delivery addresses
  • Update delivery preferences / request doorstep drop-off

All updates sync instantly with backend logistics systems.

Result: An 86% resolution rate once customers engage on WhatsApp — a 40% improvement compared to previous notification channels.

2. Customs Clearance Automation

UPS Customers fill in all the required information for customs clearance via WhatsApp and upload the necessary documents. An AI system validates and verifies the data, updating the backend systems in real time, accelerating shipment processes and reducing manual work

3. Interactive Customer Requests via WhatsApp

Customers initiate contact via WhatsApp, and the AI identifies their intent, routing them into a tailored workflow. Customers can perform a variety of actions directly through WhatsApp, receive status updates and information, and are guided to the appropriate next step in the minimum time with maximum personalization.

4. Structured Email Handling

Inbound emails are now centralized within CommBox. AI scans for tracking numbers:

  • If identified, routes to the correct agent
  • If missing, automatically requests the information

Attachments upload to CRM in one click. All communication is logged and measurable. This reduces inbox management overhead and improves routing accuracy at scale.

Internal Operational Use Cases

UPS ASC extended the same orchestration model internally.

  • Field sales teams document meetings via WhatsApp, sending voice notes or text messages that are transcribed. The system extracts the key details from the messages and automatically creates lead records in the CRM system.
  • Operational teams use structured workflows to coordinate and track standardized test deliveries, ensuring consistent execution and reporting across the organization.
  • Employee campaigns (event updates, profile data collection) are managed through automated messaging flows.

The same AI-powered system supports both external service and internal operations, improving efficiency across departments.

Auswirkungen

Increase in Automation and Cost Efficiency

Measurable Business Impact

  • Automation increased from 30% to 70%, with more than one in five interactions now fully automated end-to-end.
  • 86% resolution rate on proactive WhatsApp delivery interactions
  • Reduced quantity of manual CRM updates
  • Faster customs processing
  • Centralized digital communication across departments

By connecting messaging directly to backend systems and eliminating duplicate work, the company lowered operational costs per interaction, improved data accuracy, and increased processing speed across service and logistics workflows.

Digital messaging is now embedded into the logistics infrastructure — operating 24/7 and delivering measurable efficiency gains at scale.

What's Next

Cross-Department Scaling

UPS ASC plans to expand automation into additional departments, including Logistics and Billing, and further unify channel logic so agent capabilities remain consistent across Email and WhatsApp.

CommBox will continue to support the company’s operational backbone — embedding AI-powered workflows as part of the company’s digital transformation strategy.



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