CASE STUDY

Correos Express boosts digital customer service with an intelligent virtual agent integrated into its private online area

The Challenge

In an environment where immediate access to shipment information is key to customer satisfaction, the company needed a solution that could securely integrate user authentication, access to operational data, and real‑time resolution of inquiries.

Correos Express, a leading company in the urgent courier and parcel delivery sector in Spain, faced the challenge of offering its customers immediate, personalized, 24/7 support without overwhelming its traditional service channels.

In addition, the growing diversity of inquiries —from frequently asked questions and service details to more complex tasks such as tracking or incident management— represented a significant operational burden for customer service teams.

The Journey

At Axazure, we supported Correos Express in the design and implementation of a virtual agent based on Microsoft Copilot Studio and Azure OpenAI, with analytics and reporting capabilities in Power BI, natively integrated into the customer area of their website.

This intelligent agent is capable of:

Authenticating users and personalizing responses based on their profile and active shipments.
Resolving frequently asked questions about company processes, policies, and services.
Providing information and guidance on Correos Express’ service offerings, adapting responses to each customer’s context.
Integrating with internal systems to access and update tracking and shipment management information.
Interpreting logistics data and enriching it with a semantic layer powered by artificial intelligence, offering clear and contextualized answers.

The design prioritized information security, regulatory compliance, and user experience, ensuring simple, fast, and reliable access.

The Arrival

Thanks to the launch of this virtual agent, Correos Express has transformed the customer service experience in its online channel. Users now have an immediate, natural, and always‑available point of contact to handle their requests, from simple questions to detailed shipment tracking.

This solution has optimized the human resources of support teams, allowing them to focus on more strategic, high‑value tasks, while improving traceability and accuracy of the information provided. The result is a more agile, reliable, and personalized service that increases customer satisfaction and loyalty, reinforcing Correos Express’ position as an innovation leader in the logistics sector.

CONCLUSIÓN

Correos Express’ strategic commitment to generative artificial intelligence positions the company as a benchmark in the logistics and urgent delivery industry.

This initiative not only enhances the customer service experience but also lays the foundation for a more proactive, efficient, and user‑centric operation.

At Axazure, we believe that combining technologies such as Microsoft Copilot Studio, Azure OpenAI, and Power BI with a clear vision for digital transformation can generate an immediate and sustainable impact on the relationship between companies and their customers.