NationEx, a mid-sized logistics company, needed a way to handle high call volumes without scaling headcount. Their customer support was limited to business hours, leaving nights and weekends completely uncovered. Repetitive tracking enquiries were drowning the team, and every missed call was a missed opportunity.
They didn't want a band-aid — they wanted a scalable AI system that could start with support and later expand across other business functions.
The first agent, Natalie, is an AI voice agent that handles parcel-status calls completely autonomously. She collects the tracking number, checks the live API, and responds with natural speech — resolving routine calls without any human involvement. When something needs a real person, Natalie creates a support ticket with full context and escalates cleanly.
After the pilot proved out, we defined two additional agents: a Finance Agent for invoice generation and PO matching, and an HR Agent for driver interviews and document collection. The pilot-to-scale approach validated ROI fast and made expansion to new functions straightforward.
Support agents spent most of their time answering the same tracking questions, causing burnout and long wait times.
Natalie handles the full call — collecting tracking IDs, checking the live API, and responding in natural speech — with zero human involvement.
Support ran 8am–5pm only. Evenings, weekends, and holidays were completely dark.
The AI agent runs around the clock and handles multiple calls simultaneously. No queues, no voicemail, no gaps.
Edge cases needed human help, but tickets were created manually — slow, often missing context.
Freshdesk tickets are created automatically with call summaries. Escalation happens only when genuinely needed.
What stands out most is the end-to-end ownership of both development and operations. They built and managed our AI platforms from design to deployment, handled client onboarding, and optimised system performance. Their proactive approach cut support tickets by 30–40% and boosted team productivity by 20%.
Our AI calling agents work for any business that runs on phone enquiries. If your team is spending hours on repetitive calls, we can probably help.