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

El cargo Beatriz, the voice that transforms Estafeta’s relationship with its customers apareció primero en T21.

In 2025, the use of chatbots in the logistics sector will focus on customer service and after-sales, said Adriana Sánchez , Sales Manager for Sinch Latin America, who said that previously the use of this tool was only to send notifications.

“2025 is definitely a year in which this issue of customer service for logistics will pick up, because previously these channels were mostly used for notifications; today we see more of a customer service issue, an after-sales issue,” he explained.

In an interview with T21 , the specialist indicated that when talking about the logistics sector, it is necessary to consider omnichannel to communicate with customers , since nowadays it is important to reach consumers through the channel they prefer, whether it be a message via WhatsApp, SMS or RCS (enriched message).

Sánchez said that conversational chatbots are becoming more important for this industry because users are looking for immediacy and want to know the status of their products or orders.

“It is not the same thing that I have to go to the website and enter my order, as now that I am used to using a WhatsApp channel every day and writing to check the status, give the order number and receive an immediate response,” she stressed.

He indicated that this information can be automated through chatbots , and a query can be made that meets the consumer’s needs and that the bot is able to understand, even if a person is required to resolve a certain issue.

“When I have tools that integrate with each other, I have the communication channel, the chatbot and the customer service platform, I can complete that complete customer cycle and serve them instantly,” explained the manager.

Adriana Sánchez highlighted the omnichannel approach that must prevail in the logistics sector, because in this way customer expectations will be met by answering a question through the medium of their choice.

“It is very important for logistics companies to have omnichannels, that is, to have all channels available and for users to be able to choose where they want to contact them,” he added.

The increased use of disruptive technologies, such as Artificial Intelligence (AI) , has generated an increase in the implementation of cloud communication in channels such as chatbots that e-commerce and marketplace companies , and other industries, have developed to provide better service to their customers, an issue that logistics is targeting for this year.

Comment and follow us on X:@Eliseosfield / @GrupoT21

El cargo Chatbots in logistics AIM to improve customer service in 2025 apareció primero en T21.

The exponential growth of Artificial Intelligence (AI) has generated an increase in the use of cloud communication channels, such as chatbots , which facilitate the operation of various industries, such as logistics and e-commerce, and which 75% of companies are willing to implement in the next three years, revealed the Sinch 2025 study: The future of business communication in Mexico .

The analysis, carried out by cloud communications developer Sinch , highlighted that the majority of companies that use chatbots do so through WhatsApp , according to 39% of respondents.

At the event, Adriana Sánchez , Sales Manager for Sinch Latin America, stated that this platform is followed by the company’s website with 24% , although 48% of companies have not yet integrated chatbots into their communication strategies.

Sanchez said that conversational tools such as chatbots are transforming the customer experience, and stressed that this technology is becoming an ally for companies by automating some specific tasks.

Another result of this exercise is that 40% of respondents mentioned that despite wanting to use AI chatbots , the lack of information on how to implement this tool makes them feel insecure.

In light of this, the manager pointed out that companies require clear rules to implement this digital tool.

Of the more than 80 companies surveyed, 11% considered costs to be a barrier to using this technology . As for the most used communication channels, WhatsApp leads this preference with 55% of those interviewed.

Email is another of the channels used by more companies to establish contact with their users with 51% , while social networks have 39% and call centers with 25 percent .

According to figures from the Swedish company, RCS (rich messaging) barely reached 1% of use, making it the least used, despite the fact that it has the capacity to verify brands and optimize processes. Despite this, it is expected that this channel will see an increase in its use . Meanwhile, SMS (text messaging) has a preponderance of 14 percent .

“It is important for companies to offer multiple options for communication channels with their customers, in order to ensure that they improve their ongoing customer service,” said Adriana Sánchez.

Among other data, the study showed that 44% of the companies surveyed have had a good experience in using chatbots , for 22% it has been excellent and for 9% it has been bad.

Although progress has been made in implementing these types of communication channels, 54% of the companies interviewed said they do not use AI chatbots to communicate with their customers, while 39% said they do.

According to an additional study conducted by Sinch on consumer perception, 65% of Mexicans prefer to interact with companies through automated channels such as chatbots, as they consider that these platforms offer faster and more precise responses than human interactions.

According to Mordor Intelligence , the chatbots market size is estimated at $7.01 billion (M) in 2024 and is expected to reach $20.81 billion by 2029, at a growth rate of 24.32% during the forecast period (2024-2029).

Furthermore, according to data from information technology research firm Gartner , it is estimated that by this year 85% of all customer interactions will take place without human intervention, due to the growing use of AI and chatbots in various sectors.

Comment and follow us on X: @Eliseosfield / @GrupoT21

El cargo Companies seek to improve operations through chatbots with Artificial Intelligence apareció primero en T21.

Estafeta, the Mexican logistics integrator, announced the expansion of the capabilities of its artificial intelligence voicebot Beatriz , a technology it launched for its clients last February.

According to what was reported by the company, the integration of this technology has made it possible to increase the volume of telephone service by 120% and significantly reduce online waiting times .

During April and May, Beatriz answered more than 420 thousand calls , solving issues for clients such as tracking shipments and pickup orders.

“ At Estafeta, we are committed to innovation and the integration of new technologies that make our clients’ lives easier . These improvements in Beatriz are one more step in our mission to offer cutting-edge and high-quality logistics services ,” stated María Griselda Hernández Fábregas, Commercial and Marketing Director.

In February, Estafeta indicated that Beatriz has the possibility of scheduling, editing, canceling or knowing the status of a collection , with interactive and personalized attention.

Now, Beatriz’s new functions are :

Branch Locations : Customers can quickly find the nearest branch, dealership or PUDO by dictating a postal code to Beatriz, in response and if the customer accepts it, Bety will send via SMS, the location map or simply dictate the closest location.

Service Report Generation : Beatriz can generate service reports when a problem is detected when tracking a shipment. Bety will also send a confirmation SMS to the client.

With Beatriz, Estafeta continues to drive the adoption of advanced technologies, promoting an inclusive and efficient user experience.

Comment and follow us on X: @jenna_GH_ / @GrupoT21

El cargo Estafeta Expands Capacities in its Voicebot Beatriz apareció primero en T21.