ChinaLogistics and transport2024 – ongoingS.F. Express
Fengyu assistant for customer-service agents
S.F. Express reported 30% less after-call work with Fengyu conversation summaries
Problem
Customer-service agents needed to record inquiries after conversations. Subsequent agents needed those records to handle follow-up calls.
Approach
S.F. Express built Fengyu, a logistics-focused large language model. It supplied suggested answers and extracted information for service tickets. After conversations, it recorded inquiry details and generated summaries.
Results
Takeaway
The reported time saving concerned work after customer conversations. S.F. Express did not disclose a reduction in total handling time.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Nanfang Plus described Fengyu's use in customer service. It relayed S.F. Express's figures of summary accuracy above 95% and 30% less post-conversation processing time.
Full details are in the original sources.
