How operators and AI working together sped up Pochtoy.com customer support
26 August 2026
Pochtoy.com support has gone through a major transformation: most customers now get complete information about their parcels on the same day they write in. And there is still a real person behind every decision, not a generator of automatic messages.
Under the old setup, a support specialist spent the lion's share of their time digging through systems by hand. Answering a single question meant checking the account credits, the seller's invoices, warehouse photos of the parcel and courier statuses one by one. That took hours, so the conversation often dragged on to the next day.
What happens now when you send a request
We handed the collection of the initial information over to artificial intelligence:
- The moment a ticket is created, the system instantly pulls up the whole history: from balance movements to warehouse photos of the labelling and the tracking status.
- The employee sees a ready-made file: what the problem is, links to the original sources and a draft reply with a plan of action.
- All the specialist has to do is assess the situation, adjust the wording if needed and send the message.
Human control comes first
The AI does not talk to users directly. The algorithm does not send messages, does not charge money, does not credit balances and does not cancel orders. There are no templated automatic replies in the service: the final decision and any action in the system are confirmed by a real employee only.
The change in numbers
- 86% of requests are closed on the same day the question was asked (a year ago this figure was 52%).
- 56% of customers get a reply within the first hour (previously only 30%).
- 3 hours 4 minutes is the average speed of the first reply (instead of 11 hours 54 minutes last autumn).
- 39% of cases are resolved with the very first message, with no follow-up questions needed.
- No backlog: on the morning of 26 August there were only 13 tickets in the system waiting for our reply (10 of them long-running complex cases). Not a single unanswered question from the previous day.
What you get out of it:
- Exact details instead of waiting. The reply states the specific dates, amounts, where the box is and the next steps, not general phrases.
- No extra busywork. You no longer need to resend order confirmations and tracking numbers, the system has already gathered everything it needs.
Complex requests (searching for lost parcels, disputes with sellers and returns) call for detailed manual work and external enquiries. We do not promise instant timelines on such cases, but we keep customers informed at every stage.
Where else does technology save your time at Pochtoy.com?
Automated handling of requests is only part of the updates:
- Declaration with an AI assistant. You no longer have to type in item names, specifications and shop links by hand. Just attach the invoice or the purchase confirmation and the system fills in the fields. Processing a list of 10 items takes less than a minute.
- Warehouse processing. Algorithms help warehouse staff identify incoming parcels faster, check labels and put together outgoing batches.
We use technology to free specialists from monotonous work and make the service faster for you.
If you have a question about a current parcel or order, write to support from your Pochtoy.com account. Give the tracking number and the operator will provide all the up-to-date information.
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