“We’ve seen some amazing results. The accuracy within the voice solution itself is at about 98%.”
Indy Navaratnam, Senior Director of Technology at Purolator
In this customer presentation, Purolator – Canada’s largest integrated parcel and freight delivery network – shares how it is transforming customer experience across voice and digital channels using Omilia’s conversational AI platform.
Representing a 65-year-old organization that moves over 1.3 million packages a day, Indy Navaratnam, Senior Director of Technology at Purolator, walks through the operational challenges driven by evolving customer expectations for speed, transparency, and proactive communication.
“We embarked on a digitization journey for our contact centers and we had this on-prem technology that was fairly stagnant … we needed to elevate it.”
The presentation covers their journey from outdated, unreliable contact center technology to a modern AI-powered voice and chat solution, why they selected Omilia as their partner, and the measurable impact achieved – including 98% voice accuracy, 40% containment, and 95% chat containment within weeks of launch.
Purolator also highlights their roadmap toward unified omnichannel automation, deeper AI integration, and a more proactive, data-driven customer experience.
“The [chat] solution currently handles about four times what our contact center agents actually take, and this is in four weeks. We’ve really already seen a tremendous amount of value in the solution. We’re currently sitting at just over 95% containment of our chats. So it’s phenomenal! So far it has exceeded our expectation!”
