WHEN customers want to redirect their Ninja Van parcels, they no longer need to speak to someone on the phone. For the last year and a half, they have been able to send a text to a chatbot powered by artificial intelligence (AI).

Ninja Van’s co-founder and chief product officer Tan Boxian estimates that about a million unique users in Singapore had subscribed to receive their parcel delivery updates through the NinjaChat system by December last year.

Since NinjaChat was rolled out, the courier company has seen increased parcel delivery success rates as well as faster issue resolution. This has led, in turn, to improvements in customer experience and satisfaction.