Built for WhatsApp using AgentOS chatbot builder capabilities and delivered via Hrvatski Telekom’s network infrastructure, the smart assistant handles up to 25,000 customer sessions during peak periods while helping maintain high-quality support at scale.
Vodnjan - August 27, 2026 - Global AI-first cloud communications platform Infobip, has enabled Overseas Express, through Hrvatski Telekom’s network infrastructure, to reduce customer service inquiries by more than 60 percent by shifting communication to a smart assistant built for WhatsApp using AgentOS chatbot builder capabilities.
The growing volume of shipments significantly increased the number of routine customer service inquiries at Overseas Express across all available channels — phone lines, email, and shipment tracking systems — putting pressure on teams and slowing response times for customers. Infobip’s chatbot, directly connected to Overseas Express shipment tracking systems, now provides customers with instant and accurate answers on WhatsApp, a channel they use every day. Since its launch, the chatbot has recorded more than a fivefold increase in customer sessions and handles between 20,000 and 25,000 sessions during peak periods.
Infobip’s smart assistant resolves the most common customer inquiries, including checking shipment status, requesting contact with the courier, and rating the service provided. This enables Overseas Express support teams to focus fully on more complex situations that require direct human intervention.
The growth in shipment volumes over the past few years has significantly increased the number of customer inquiries, especially those related to delivery status and other routine information. This chatbot enables customers to get an answer within seconds, via WhatsApp and without waiting, to the question they care about most — where their shipment is. At the same time, it relieves our agents of routine inquiries so they can dedicate more time to more complex cases that require direct support, and we have reduced customer service inquiries by more than 60 percent.” Sanja Travica Kosalec, Customer Service Supervisor, Overseas Express
Reliable network infrastructure, implementation support and an understanding of delivery operations were key to the successful rollout of this solution. In collaboration with Infobip, we enabled Overseas Express to quickly integrate the chatbot into its daily operations and make it an important support tool during peak periods. We also see this model as a strong foundation for similar solutions for other enterprise customers.” Ivana Beli Oštarčević, Director of B2B Portfolio Development and Management Sector at Hrvatski telekom
The successful implementation of the chatbot in Overseas Express customer support is the result of collaboration between Infobip and Hrvatski Telekom. Infobip provides the integration of Infobip’s platform, using AgentOS chatbot building capabilities that combine customer data (Conversational Customer Data Platform) with real-time customer journey orchestration, enabling one-way and two-way contextual communication across all integrated channels. HT provided the network infrastructure, implementation support and an understanding of on-the-ground delivery operations.
Conversational AI in a Demanding Logistics Environment
Logistics is one of the most demanding tests for conversational AI because customers expect fast and accurate real-time answers. The Overseas Express example shows how a chatbot can be successfully deployed in a demanding operational environment where speed, accuracy, and information availability are critical at every moment. It confirms that AI can handle high volumes of routine inquiries while maintaining a high standard of customer support.” Matija Ražem, Chief Commercial Telecom Officer at Infobip
This implementation confirms the partnership between Infobip and Hrvatski Telekom and demonstrates the potential for broader adoption of similar solutions in logistics, e-commerce, and other industries.
More information about AgentOS and its capabilities is available at: https://www.infobip.com/ai-agents
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.