EuroLogistics Group
Scaling Support: 70% Latency Reduction.
How we engineered a multi-language Voice Bot for a European logistics leader to handle 2.4M monthly inquiries with sub-second response times.
The Challenge: Peak Season Paralysis
Our client, EuroLogistics Group, faced a recurring crisis: during peak shipping seasons, their support desk was overwhelmed by repetitive status inquiries. Manual resolution for tracking and scheduling averaged 14 minutes per session, leading to critical abandonment rates and high operational overhead.
The mission was clear: automate 85% of standard inquiries while ensuring human-like interaction speed in 5 different languages.
The Architecture: RAG-Powered Voice
We deployed the Valenys Voice Engine, a hybrid architecture combining Gemini-1.5-Pro for reasoning and a high-performance vector database for Retrieval-Augmented Generation (RAG).
Engineering Multilinguality
To handle regional logistics terminology across Romania, Germany, France, and Italy, we implemented Semantic RAG Sharding. When the engine detects a language code, it instantly switches context to a localized vector shard, ensuring the AI uses region-specific industry jargon without loss of context.
The Outcome
Resolution Speed
Average query resolution dropped from 14 minutes to 1.8 seconds.
Scalability
System handled a 400% traffic surge during the December rush with zero latency drift.
Human ROI
Support agents were successfully redirected to high-value account management.