Hong Kong · Europe · Latin America
The AI contact centre that gets COD parcels paid for
Voice agents confirm every order, rescue every failed delivery and message the customer at the exact moment the parcel is at risk. Every conversation is transcribed and scored the same day.
The problem
Cash on delivery loses a third of every shipment
Figures below come from an analysis of 31,238 cash-on-delivery orders in a single European market over one month. The pattern repeats in every country we have looked at.
61.9%
of shipped orders are actually paid for. The rest travel twice and are paid for by the retailer.
2.9%
is the buy-out rate once a customer refuses at the door. Without a second contact the order is gone.
47%
of parcels moved to a pick-up point are never collected, and nobody tells the customer twice.
14 pp
separates the best and worst courier on identical orders. Most retailers never see that number.
Platform
Six modules, one contact operation
Start with one, add the rest without touching the integration. Everything runs on infrastructure we own: telephony, models, storage and dashboards.
AI voice agent
Confirms the order, handles objections and books delivery in the customer's own language, minutes after the order is placed.
- Order confirmation and address verification
- Rescue calls after a failed delivery attempt
- Win-back on refused and abandoned orders
- Answering-machine detection, retry windows, call caps
- Status written back into the client's CRM in real time
Speech analytics
Every conversation, human or automated, transcribed and scored against the client's own quality sheet.
- 47 quality rules, tuned to the client's standard
- Critical breaches flagged with the exact quote
- Personal data stripped before analysis
- Up to 15,000 calls a day on a single GPU node
- Scores by agent, team, department and period
Delivery messaging
WhatsApp and SMS at the moment the parcel is at risk, with buttons instead of questions.
- Triggered by courier status, not by schedule
- Reschedule, fix the address, confirm the amount
- One message per order per day, hard stop rules
- Escalation to a call when a message goes unanswered
- Reasons for every non-delivery returned to the client
Delivery analytics
Where the money actually leaks: by courier, warehouse, city, product and incident type.
- Buy-out rate per courier on comparable orders
- Loss ranked by incident, in euros not percentages
- Warehouse and city breakdown
- Monthly recoverable figure per market
Courier allocation
Route each order to the carrier that is most likely to get it paid for in that postcode.
- Scoring built on the client's own delivery history
- Per-postcode and per-product recommendations
- Cost of return factored into the choice
Agent assist
For teams that keep human operators: live prompts, objection handling and automatic call summaries.
- Next-best answer during the call
- Automatic wrap-up notes into the CRM
- Coaching based on scored conversations
How it works
From order to paid parcel
One API on each side. Scenarios, languages and quality criteria are agreed before the first call goes out, and a pilot runs on a single warehouse or country.
Orders arrive
Sent over API as they appear, with product, amount, phone and language. No exports, no manual lists.
The agent calls
First attempt within minutes, inside local daytime hours, up to ten attempts across different windows before an order is closed.
Delivery is followed
When a courier reports a problem the customer receives a message with the action required, and a call if the message is ignored.
Everything is measured
Status and comment return to the client's system, the recording and transcript go into analytics and are scored the same day.
What the client sees
A cabinet with the whole operation on one screen: orders received, contact rate, confirmations, buy-outs, refusal reasons and the recording behind every one of them.
- Per-order call history with recording and transcript
- Funnel from order to paid delivery
- Quality score for every conversation
- Export to Excel, or the same data over API
Cabinets are issued per account and hosted on our own infrastructure.
What changes
Measured against your own baseline
We start by reading your delivery data, so the effect is compared with your own numbers rather than an industry average.
Higher contact rate
In our pilot the voice agent reached 15% of a worked-through base against 13.6% for the human team calling the same list, at a pace of 90 dials an hour per line.
Full quality coverage
Human QA listens to a few percent of calls. We score all of them, and agreement with the client's own reference scoring came out at 9 of 9 on both points and critical breaches.
Cost per minute, not per seat
A conversation minute costs cents rather than the price of a staffed seat, and the cost stays flat whether the queue is a hundred calls or a hundred thousand.
Compliance
Built to survive an audit
Automated contact is regulated. The rules are part of the product, not a disclaimer at the bottom of the page.
AI disclosed
The customer is told at the start that they are speaking with an automated assistant and can end the call at any point.
Consent recorded
Recording and messaging start only where consent exists, and the consent is logged with the conversation.
Opt-out is permanent
One request to stop applies across voice, SMS and messaging, immediately and for good.
Data minimised
Personal data is stripped before analysis, retention follows the client's instructions, everything under a written processing agreement.
Coverage
Where we operate
Retailers shipping across Europe and Latin America, in the languages their customers actually speak.
EnglishSpanishPortuguese ItalianGreekBulgarianGerman
Cash on delivery first
The segment where contact decides whether a parcel is paid for or returns at the retailer's cost.
Own infrastructure
Telephony, models, storage and dashboards run on servers we control, nothing resold from a third-party panel.
Scales with volume
From a one-warehouse pilot to national volume without rebuilding the integration.
See it on your own orders
Send a sample of your delivery data. We come back with the recoverable figure for your market, then run a pilot on one warehouse or one country.
Contact
Talk to us
Pilots, service enquiries, partnership and compliance requests.
Send an enquiry
- info@egs-limited.com
- Phone
- +852 69690142
- Registered office
- 21/F, CMA Building, No. 64 Connaught Road Central, Central, Hong Kong
Company details
Enterprise Global Services Limited
Private company limited by shares, Hong Kong
Certificate of Incorporation No. 76589000
Business Registration No. 76589000-000-05-26-5
Incorporated 22 May 2024