Lion Parcel And Salesforce Encourage Generative AI Use To Optimize Services

Salesforce and Lion Parcel collaboration (photo: Salesforce)

Lion Parcel, a logistics service company in Indonesia, is working with Salesforce, the leading AI CRM, to improve its customer service through the integration of generative AI devices.

Through the adoption of this technology, Lion Parcel strives to improve customer experience as a whole, from acquisition process to post-delivery service.

"By using solutions from Salesforce and AI, we can effectively analyze and take action against customer data in real-time on one platform," said Budi Santoso, Chief Experience Officer, Lion Parcel.

Together with Salesforce, Lion Parcel has adapted the latest AI-generative technology for more specific and relevant customer interactions, yet it still feels human.

Generative AI integration into Lion Parcel customer service will help the Customer Care team focus more on the process of identifying more effective and directed problems.

Meanwhile, general questions such as shipping costs and the location of the closest agent will be assisted by AI technology.

For example, using this technology, Lion Parcel has used AI to handle around 90 percent of customer interactions on WhatsApp as the platform most widely used by customers to communicate.

In cases requiring special handling, this AI solution automatically forwards the case to the appropriate service agent, which then records the case in Service Cloud and for immediate decision making.

Lion Parcel's use of AI with Salesforce is an example of how this technology can personalize customer experience on a large scale. We are very happy to continue to support Lion Parcel's journey to become the leading logistics player in Indonesia," said Vice President and General Manager, Salesforce ASEAN.