Northwind Traders runs one of the largest B2B logistics networks in western India — 200,000 shipments a month, 40,000 active business accounts, a 180-person customer support operation. When they came to us in January, their average hold time was 8.2 minutes and their CSAT was 3.2 out of 5. Their NPS was negative. Three weeks after going live with AIVA, their average resolution time was 78 seconds and CSAT was 4.6. Nobody was let go.
The problem
Northwind's support team was drowning in repetitive queries. "Where's my shipment?" "When does it arrive?" "I need to reschedule a delivery." Their analysis showed that 74% of all incoming contacts were some variation of these three questions — and every one of them required a human agent to log into three different systems, find the right record, and read it back over the phone.
The agents weren't adding value. They were doing data entry out loud. The customers were frustrated because waiting eight minutes to hear information that already existed in a database felt absurd. The agents were frustrated because they'd joined to help people, not to be a slow API.
The implementation
We deployed AIVA Voice integrated directly into Northwind's Twilio setup and connected it via API to their shipment tracking system, their delivery partner feeds, and their calendar/rescheduling backend.
Setup took three days. The first two were integration work — connecting AIVA to their data sources, configuring escalation rules, tuning the language for their specific shipment terminology. Day three was a parallel run: AIVA handling inbound calls with human agents shadowing and able to take over instantly.
By day four, AIVA was live without human backup for all tier-one queries. Agents were freed to handle escalations, complaints, and edge cases — the work they'd actually been hired for.
The results
The numbers after three weeks:
- Average resolution time: 8.2 minutes → 78 seconds (84% reduction)
- CSAT: 3.2 → 4.6
- First-contact resolution rate: 41% → 94%
- Agent utilisation: 100% handling tier-one queries → 100% handling escalations and complex cases
The surprise: NPS went from -12 to +34. Customers don't fill out NPS surveys to say "the bot answered my question correctly." They gave positive responses because the experience of getting a fast, accurate answer — in Hindi or Gujarati, at any hour — felt genuinely different from what they expected.
The agents weren't replaced. They were finally doing the job they were hired for — handling the hard stuff, not reading shipment numbers out loud.
Northwind's support director told us something that stuck: the best outcome of AIVA wasn't the CSAT improvement. It was that their agent attrition dropped to zero in the first quarter. When people aren't doing mindless work, they don't quit.