India's largest e-commerce delivery platform automates 2.5M+ queries with Voice AI

Support automation at scale

AI-powered inbound voice agents handled 2.5M+ inquiries with precise, product-specific responses while reducing manual dependency.

2.5M+

queries handled

65%

FCR

72%

lower agent dependency

0.57×

efficiency ratio*

Organisation

India's largest e-commerce delivery platform

Website

Confidential

Industry

E-commerce Logistics

Founded

2017

Channel

Voice AI (Inbound Automation)

Usecases

Real-time query automation, product-level order updates, SKU-specific responses

Get updated

Get weekly update from Gnani

Thank You! Your submission has been received.

Oops! Something went wrong while submitting the form.

A leading e-commerce logistics platform needed scalable automation for product-level customer inquiries. Gnani.ai delivered voice AI to enable accuracy and efficiency.

The Solution

The organization automated inbound customer support for millions of product-specific queries using Ask365. This solution reduced agent workload, improved first-call resolution, and delivered SKU-level query accuracy at scale.

Integrated Ask365 with product metadata to deliver real-time, item-level responses for customer queries.

Enabled 24/7 automation for order status updates, packaging, and delivery-related FAQs without human intervention.

Reduced manual effort through intelligent fallback routing, escalating only complex issues to agents.

Implemented continuous learning loops using historical query feedback for better accuracy over time.

This solution scaled customer service, enhanced CX, and reduced costs by optimizing inbound workflows with AI.

The Impact

India's largest e-commerce delivery platform achieved higher service efficiency, significant cost reductions, and improved customer experience with intelligent automation.