customer_support · ecommerce · workflow
Indigo reduces customer service intervention by 14% with Ada chatbot and project44 delivery visibility
After expanding from one to eight delivery carriers in mid-2019, Indigo had no centralized view of delivery performance across the network and no ability to proactively identify or address shipping issues before customers called in. WISMO inquiries burdened live customer service staff.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · project44 carrier data integration
Indigo integrated with project44 to provide real-time package tracking regardless of carrier.
Tools used
Adaproject44
Outcome
Indigo achieved a 14% reduction in orders requiring customer service intervention, saved $150,000 in staffing costs via chatbot self-service, and proactively rerouted 120,000 potential delivery delays during the holiday season. Containment rate increased and live-agent calls became shorter.
What failed first
With a single carrier, Indigo received only after-the-fact delivery confirmations with no visibility into stalled or delayed packages and no way to intervene proactively.
Results
Time saved30,000
Volume14%
Cost replaced$150,000
Grounding & classification
Source type: vendor customer story
30 fields verified against source quotes.
chatbotconversational aisupport ticketfailure mode describedhuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedretailcost reductioncustomer satisfactiondeflection rateresolution time reductionvendor customer storycustomer supportecommerce opsorder processingautonomous resolutionescalation workflow