Estafeta Mexicana ‘s evolution in recent years reflects the obligatory shift toward technological innovation among logistics companies. With 46 years in the market, the company has taken a leap forward with the creation of Beatriz, its artificial intelligence voicebot that handles up to 50 calls simultaneously and without interruption. The tool, launched in 2024, has become a strategic linchpin for customer service , freeing up human resources and improving the user experience in a sector where time and reliability are key.
“We knew we had to transform much further, to have more automated solutions available to the customer,” recalls Paulina Torres, Innovation Manager at Estafeta, in an interview, explaining how the e-commerce boom and the COVID pandemic accelerated the digital transition. Before the voicebot, the company had launched a chatbot in 2019. The venture proved visionary: when the lockdown triggered a surge in demand, the tool absorbed thousands of interactions. But the real revolution came with Beatriz.
Today, when a customer calls the call center, the first voice they hear isn’t that of a human, but that of “Betty,” as some people familiarly call her. She can track shipments, generate service reports, locate branches, or generate pickup orders without the need for numeric menus . She even remembers previous interactions and lets you jump between different workflows in a single call. “We’ve managed to create a real connection with the customer; many already recognize her by name,” says Torres.
The operational impact has been overwhelming. Estafeta’s call center previously required 200 people; today it operates with 63, but only for special cases, while Beatriz handles repetitive cases. “This technology allows us to dedicate talent to core tasks, such as innovation or the creation of new value propositions,” emphasizes Griselda Hernández, Chief Commercial Officer at Estafeta. The results are measurable: more than 95% satisfaction in post-call surveys and wait times reduced to zero .
Comment and follow us on X: @EnriqueDuRio / @GrupoT21
