Agentic AI in Customer Service for OnTrac

OnTrac is a leading last-mile e-commerce delivery service that has been revolutionizing the logistics industry since 1991. It is a carrier of choice with 6M+ packages delivered weekly and $2B+ in revenue. With a vast network, OnTrac services over 70% of U.S. zip codes, offering faster delivery times and cost savings compared to other national carriers.

In the competitive world of last-mile delivery, customer service excellence is not just a nice-to-have—it’s a critical differentiator. The quality of customer support can significantly impact a company’s brand and reputation, customer retention, and overall success. For OnTrac, maintaining high customer service standards is paramount to upholding its commitment to fast, reliable delivery to meet their customer expectations.

As OnTrac experienced rapid growth, the company encountered significant customer service hurdles, largely stemming from Salesforce Einstein. These challenges not only hampered operational efficiency but also substantially impacted customer satisfaction levels. As the company expanded its reach and customer base, several key issues emerged.

1. Increasing Operational Costs

As demand for OnTrac’s services grew, so did the costs associated with maintaining an effective customer support infrastructure. The need for more support staff and resources put a strain on the company’s budget. This challenge was exacerbated by rising labor costs for skilled customer service representatives, increased training expenses to keep staff updated on new products and policies, growing technology costs to maintain and upgrade customer service systems, and escalating overhead expenses for larger customer service facilities

2. Scalability Concerns

With the LaserShip and OnTrac merger, the company’s footprint expanded significantly and the need for a scalable customer service solution became increasingly apparent. The acquisition resulted in a surge of customer requests, putting pressure on OnTrac to maintain timely and efficient responses to the requests. This situation highlighted the urgent need for a more robust and flexible customer service infrastructure to keep pace with the company’s rapid growth and evolving operational demands.

3. High-Effort Customer Support

The existing support system often required customers to spend significant effort to resolve their problems, leading to dissatisfaction and potential loss of business. This high-effort experience manifested in several ways, including difficulty in finding relevant information, limited self-service options for common queries, and multiple follow-ups required to resolve a single issue. These factors present opportunities for improvement in the customer experience, which can help reduce customer turnover and strengthen OnTrac’s reputation in the competitive logistics market.

5. Lack of Insights and Intelligence

OnTrac recognized a critical gap in its ability to gather and analyze customer service data effectively. Their previous GenAI solution lacked the ability to gather sufficient insight on tracking information. This lack of actionable insights hindered the company’s ability to make informed decisions and improve its services.

Faced with mounting customer service challenges, OnTrac realized their current GenAI solution was falling short of expectations. The company’s customer support capabilities were not meeting the high standards required in the competitive last-mile delivery market, so OnTrac looked to Aisera for assistance.

Aisera is a leader in Agentic AI & GenAI solutions, and a platform designed to help enterprises accelerate revenue growth, boost productivity, reduce costs, and create exceptional user experiences. Aisera’s agentic AI Copilot features a reasoning and orchestration architecture that seamlessly handles intentless natural language requests, proactively and autonomously making decisions, and taking actions to drive business outcomes.

The implementation of Aisera’s GenAI solution delivered outstanding results for OnTrac, allowing them to significantly scale their customer support and handle a higher volume of inquiries more efficiently. Following the recent LaserShip-OnTrac merger, OnTrac faced a reduced headcount and a surge in request volume. Despite this, they achieved a 50% reduction in live agent interactions, freeing up agents for more complex tasks while seamlessly managing the increased customer demand.

This transformation allowed OnTrac to maintain high-quality support even during peak periods, demonstrating the power of Aisera’s GenAI technology in revolutionizing customer service operations for logistics companies. This achievement positioned OnTrac as a leader in customer service, surpassing industry giants like FedEx and DHL, and they attained a record-breaking customer service KPIs such as CSAT score with the help of Aisera’s GenAI solution.

OnTrac’s experience with Aisera underscores the transformative potential of GenAI in customer service. By leveraging advanced AI technologies, companies can not only overcome existing challenges but also set new standards for customer support excellence.

As GenAI continues to evolve, we can expect even more sophisticated applications in customer service. For OnTrac, this journey with Aisera represents not just a solution to immediate challenges, but a commitment to ongoing innovation and customer-centric service delivery.

In an era where customer expectations are constantly rising, OnTrac’s embrace of GenAI technology positions it at the forefront of customer service excellence in the last-mile delivery industry. As the company continues to expand its reach—now serving over 285 million U.S. consumers across 36 states—its investment in GenAI customer service solutions will undoubtedly play a crucial role in its continued success and growth.

Book a custom AI demo today and discover how Aisera’s GenAI and Agentic AI can transform your enterprise.