PortugalLogistics and transport2023 – ongoingCTT - Correios de Portugal
Helena generative-AI customer assistant
CTT said a third of customer interactions now start with its Helena AI assistant, but only just over 30% of users report being satisfied
Problem
CTT needed to answer routine customer questions about parcel tracking, postcodes, customs and shipping without sending every request to staff.
Approach
CTT launched Helena in November 2023 as a customer assistant built on Microsoft Azure OpenAI by Singularity Digital Enterprise, part of Devoteam. It handles information and some transactions and runs around the clock. CTT strengthened it in 2025 and said in November 2025 that it would be able to book shipments by the end of the year.
Results
Takeaway
The assistant reached a large share of contacts, but the company itself saw the satisfaction rate as leaving room for improvement.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
A CTT digital director said a third of customer interactions now begin with Helena and that in just over 30% of cases customers say they were satisfied. He said the rest is room for improvement and that shipment booking was due by the end of the year.
CTT announced a customer-service chatbot using generative AI on Microsoft Azure OpenAI, built by Singularity Digital Enterprise of Devoteam. It covers parcel status, postcodes, customs and other questions, around the clock. The release gives no results.
Full details are in the original sources.
