Lion Parcel, an Indonesian logistics service provider, has forged a partnership with Salesforce to optimise customer service through generative AI (GenAI) integration.
Budi Santoso, chief experience officer at Lion Parcel, said, “Using Salesforce and AI solutions, we can effectively analyse and take action on real-time customer data on one platform and deliver superior customer service and experiences, even as our network rapidly scales across Indonesia.”
Generative AI technology
With Salesforce, Lion Parcel has adapted the latest generative AI technology for specific and relevant human-like interactions and to answer general inquiries such as delivery fees and agent locations. Salesforce Sales Cloud, Service Cloud, and Slack, supported by TMS Consulting, aim to make collaboration and coordination with a Salesforce partner easier across Indonesia.
Customer experience and engagement
Salesforce Service Cloud aims to empower teams to understand diverse customer behaviours and drive personalisation with customer segmentation across channels.
AI enables Lion Parcel to address about 90% of customer interactions on WhatsApp and automatically escalates the case to the appropriate service agent for complex cases.
Business growth and productivity
Salesforce Sales Cloud helps Lion Parcel’s sales team become more data-driven with the ability to track customer communications and data in real time.
Sujith Abraham, senior vice president and general manager of Salesforce ASEAN, said, “Lion Parcel’s use of AI with Salesforce exemplifies how this transformative technology is personalising customer experiences at scale. We’re thrilled to continue supporting Lion Parcel’s journey to become the leading logistics player in Indonesia.”
