Infobip WhatsApp assistant cuts Overseas Express queries

Infobip has deployed a WhatsApp-based smart assistant for Overseas Express, cutting customer service inquiries by more than 60%.

Delivered through Hrvatski Telekom's network infrastructure, the system is linked directly to Overseas Express shipment-tracking systems. Customers can use WhatsApp to check shipment status, request contact with a courier, and rate the service they received.

The launch addresses a rise in routine inquiries as shipment volumes increased. Those queries were spread across phone lines, email, and tracking systems, adding pressure on customer service teams and slowing responses.

Since launch, the chatbot has recorded more than a fivefold increase in customer sessions. During peak periods, it handles between 20,000 and 25,000 sessions.

The system was developed jointly by Infobip and Hrvatski Telekom. Infobip provided platform integration using its AgentOS chatbot builder, while Hrvatski Telekom supplied network infrastructure and implementation support.

It is designed to handle the most common customer questions without a human agent, allowing support staff to focus on more complex issues that require direct intervention.

For Overseas Express, the project targets a basic but high-volume customer need: delivery visibility. Demand for immediate answers on parcel whereabouts had become one of the main reasons customers contacted support teams.

"The growth in shipment volumes over the past few years has significantly increased the number of customer inquiries, especially those related to delivery status and other routine information. This chatbot enables customers to get an answer within seconds, via WhatsApp and without waiting, to the question they care about most - where their shipment is. At the same time, it relieves our agents of routine inquiries so they can dedicate more time to more complex cases that require direct support, and we have reduced customer service inquiries by more than 60 percent," said Sanja Travica Kosalec, Customer Service Supervisor at Overseas Express.

Logistics demand

Parcel delivery and logistics groups are increasingly adopting automated customer service tools as online retail and home delivery volumes grow. Shipment tracking, delivery updates, and missed-delivery questions account for a large share of inbound contacts, making them a frequent target for automation.

In this case, the chatbot is connected to operational systems, allowing it to return live information rather than generic scripted answers. That is important in logistics, where customers expect quick, accurate responses tied to the current status of a shipment.

Hrvatski Telekom's role extended beyond connectivity to supporting deployment into day-to-day operations. The telecom group also said the model could be repeated for other business customers.

"Reliable network infrastructure, implementation support and an understanding of delivery operations were key to the successful rollout of this solution. In collaboration with Infobip, we enabled Overseas Express to quickly integrate the chatbot into its daily operations and make it an important support tool during peak periods. We also see this model as a strong foundation for similar solutions for other enterprise customers," said Ivana Beli Oštarčević, Director of B2B Portfolio Development and Management Sector at Hrvatski Telekom.

Wider use

The project also shows how telecom operators and software providers are working together to sell automated customer contact systems into sectors with high transaction volumes. Logistics and eCommerce are among the most active markets because they generate repeat customer questions that can be answered from structured data.

Infobip described logistics as a demanding environment for conversational AI because information must be current and responses must remain reliable when customer volumes spike. The Overseas Express deployment, it said, shows routine inquiries can be handled at scale while maintaining service standards.

Founded in 2006, Infobip says its communications technology reaches more than seven billion mobile devices through more than 10,000 communication connections, including more than 800 direct connections with mobile network operators. The company is led by co-founders Chief Executive Officer Silvio Kutić and Izabel Jelenić.

"Logistics is one of the most demanding tests for conversational AI because customers expect fast and accurate real-time answers. The Overseas Express example shows how a chatbot can be successfully deployed in a demanding operational environment where speed, accuracy, and information availability are critical at every moment. It confirms that AI can handle high volumes of routine inquiries while maintaining a high standard of customer support," said Ražem.