Kazpost launches online chatbot to assist customers

NUR-SULTAN – The Qpost postal operator’s first online chatbot recently began helping customers on the post.kz website and Facebook page. On Aug. 28, it will also appear on the instant messenger Telegram.

Photo credit: post.kz.

“Our new virtual assistant that was developed by using artificial intelligence (AI) technologies and algorithms is able to quickly and efficiently track mailings and report their whereabouts in real time, provide information on posting and delivery rates and advise on all issues related to receiving mail services,” the press service of the Kazakh national postal service Kazpost reports.

Previously, the company received requests from customers via eight communication channels. This significantly increased the time to provide answers. Now, all the calls will have one input channel, which, in addition to the chatbot, will be handled by live operators, and answers to customers’ questions will be provided instantly.

If the chatbot can’t answer a question, the client’s chat will be transferred to one of Kazpost’s operators. The online assistant will improve and learn how to provide high-quality service in the process. As it possesses artificial intelligence, the more requests it processes, the faster and better its answers will be.

With time, the chatbot will handle not only postal services issues, but also financial requests, online payments and purchases of train tickets, lottery tickets, receiving loans from major Kazakh banks, and even deposit money. The chatbot operates in Kazakh and Russian.

This month, Nur-Sultan postal workers were also provided with electronic scooters.

“The postal digitisation has also affected our postmen. They started using electronic scooters. This innovation significantly decreased the time of letter deliveries and is beneficial for the health of our postmen,” Kazpost wrote Aug. 20 on its Facebook page.

“Before, I had to get to my destinations by foot, thus, I experienced pain in my legs and I would deliver my last letter for the day at 4 p.m., now I can finish my delivery services by 2 p.m.,” said a capital postwoman in a 24.kz video report.

Kazpost is following the state programme adopted in 2017 Digital Kazakhstan, the aim of which is to create smart cities, by doing things such as automating public services and integrating smart street lighting systems.