Overview
M&P Express deployed AIVA, an AI-powered virtual agent on their website and WhatsApp to automate customer interactions, handle shipment tracking queries, and manage support tickets while maintaining seamless escalation to humans when needed.
The result: over 26,000 conversations handled monthly without overwhelming their support team.
Problem
M&P faced relentless volume. Thousands of customers asking "Where's my package?" every single day. Manual handling of repetitive shipment tracking, delivery status updates, and basic queries created massive bottlenecks.
Response times stretched to hours during peak periods. Support agents spent entire shifts answering the same questions repeatedly. Operational costs climbed while customer satisfaction dropped. The team needed automation that actually worked, not just chatbot theater.
Solution
AI Systems built AIVA specifically for M&P's logistics operations. Instead of generic chatbot responses, we integrated directly with their shipment tracking systems, CRM, and ticketing platform.
AIVA handles real-time tracking queries by pulling live shipment data, creates support tickets automatically with full context, and answers common questions about delivery zones, pricing, and policies. When conversations get complex, it hands off to human agents with complete conversation history so customers never repeat themselves.
The system works across their website and WhatsApp, meeting customers where they already are. Natural language understanding means customers ask questions normally, and AIVA gets it right.
The Results
M&P transformed customer support from a cost center struggling with volume to an efficient, scalable operation that handles growth effortlessly:
26,000+ Monthly Conversations
Automated handling of routine queries, shipment tracking, and support requests without adding headcount or overwhelming existing teams.
24/7 Instant Response
Customers get immediate answers about shipments, delivery status, and services regardless of time or day, eliminating wait times completely.
Automated Ticket Management
Every customer issue captured, categorized, and routed correctly with zero manual data entry, ensuring nothing falls through cracks.
Seamless Human Handoff
Complex issues escalate to agents with full conversation context, so customers never repeat themselves and agents resolve issues faster.
Conclusion
M&P Express proved that AI customer support works when it's built for your specific operations, not adapted from generic templates. AIVA handles the volume while humans focus on complex problems, delivering both cost efficiency and better customer experience at scale.
