Postmall

Logistics · Parcel forwarding & shopping service

AI handles 79.7% of forwarding inquiries

A parcel forwarding and shopping service with warehouses in Canada and Japan. The AI looks up, edits and creates shipment requests, calculates shipping fees and tracks parcels through the order API.

79.7%

Workload handled by AI

Average share of replies handled by AI per conversation

64.3%

Resolved by AI alone

Conversations closed without an agent

67.2%

AI share of replies

Replies sent by AI out of all replies

24/7

After-hours coverage

Handled instantly at night and on weekends

Period 2026.08.27 – 2026.09.26 · based on real production conversations

The challenge

Most inquiries were repetitive: “Has it arrived?”, “How much is shipping?”, “Please change my tracking number.”

Every edit to a shipment request had to be typed into the admin screen by an agent.

Customs, combined taxation and prohibited items needed long, careful answers every time.

What changed with Cliptalk

Connected to the order API, the AI verifies the mailbox number and reads request status and local/international tracking.

Recipient, customs ID, tracking, quantity, price and option edits — and cancellations — are applied right after the customer confirms.

Send a screenshot of an order confirmation and the AI reads it and creates a new shipment request.

Work the AI handles directly through the API

It calls the customer’s API for live data, asks the end customer to confirm, then writes the change straight into the system.

1Request & tracking

Status, warehouse arrival, local (store→warehouse) and international tracking

2Edit requests

Recipient, address, customs ID, tracking, item name/qty/price, add-on options

3Create requests

Reads order screenshots and fills English item names, prices and tracking

4Shipping fees

Estimated fee by weight, box size and membership tier

5Payments & receipts

Pay from deposit, cash receipts, business membership requests

6Customs guidance

HS code suggestions, combined taxation and prohibited items

Automation in action

Recreations of real production conversations.

Splitting a lottery-prize order into English line items

The customer pastes the Japanese prize names; the AI turns them into customs-ready English items, splits the price and updates the request. One “Yes” writes it to the order system.

APIs called in this conversation

GET /customers/:seq/shipments

Look up the customer’s requests

POST /shipments/:id/modify

Before → after preview, applied on confirmation

포스트몰 고객센터

AI 상담봇 응대 중

일본 쿠지 상품은 인형 개별로 등록해야 하나요? 쿠지 1회로 일괄 등록하면 되나요?

19:12

포스트몰 AI 상담봇

쿠지 상품은 창고 검수·통관 기준에 맞춰 당첨된 개별 품목 단위로 각각 등록해 주셔야 합니다. 현재 신청서(231590274)를 수정해 드릴 수 있으니 당첨 품목과 수량을 알려주세요.

19:12

D賞 ハチワレ 2개
D賞 うさぎ 2개
A賞 ぬいぐるみ 1개

19:14

포스트몰 AI 상담봇

신청서(231590274)를 영문 개별 품목으로 변경합니다. (총 5개 · 5,500엔)

· 상품1: Kuji Prize D Mascot Hachiware · 2개 · 2,200엔

· 상품2 추가: Kuji Prize D Mascot Usagi · 2개 · 2,200엔

· 상품3 추가: Kuji Prize A Plush · 1개 · 1,100엔

이대로 변경을 진행할까요?

19:14

네아니오

포스트몰 AI 상담봇

신청서가 변경되었습니다.

현재 상태: 신청완료(입고대기)

19:15

메시지를 입력하세요

One screenshot: new request filed, shipping fee quoted

From a store’s order confirmation, the AI reads the item, price and tracking number, files the request with the saved recipient, then quotes the shipping fee for the customer’s tier.

APIs called in this conversation

GET /customers/:seq/shipment-defaults

Load saved recipient and customs ID

POST /customers/:seq/shipments

Preview → file after confirmation

POST /calculate-fee

Fee by membership tier

포스트몰 고객센터

AI 상담봇 응대 중

ご注文の確認

注文番号 250-9031746-2258

ワイヤレスコントローラー（ブラック）

数量: 1

ご請求額￥7,980

ヤマト運輸 3905-1182-6647

이거 신청서 만들어 주세요

11:30

포스트몰 AI 상담봇

주문 캡처에서 읽은 내용으로 일본 후쿠오카 창고 · 배송대행 신청서를 작성했습니다.

· Wireless Controller (Black) · Nintendo · 1개 · 7,980엔

· 트래킹번호: 3905-1182-6647 (Yamato)

· 수령인: 저장된 정보 사용 (탁은*, P55*******03)

이대로 신청서를 접수할까요?

11:30

네아니오

포스트몰 AI 상담봇

신청서 231590388 접수가 완료되었습니다. 창고 입고 후 무게가 측정되면 배송비 결제 안내를 드립니다.

11:31

대략 1.2kg면 배송비 얼마 나와요?

11:31

포스트몰 AI 상담봇

1.2kg는 1.5kg 요금이 적용되며, 고객님 회원등급(실버, 2% 할인) 기준 1,323엔 (약 12,300원)입니다. (결제일 환율 기준, 부피무게가 더 크면 부피무게 적용)

11:31

메시지를 입력하세요

Warehouse checks go to an agent with the lookup attached

When a parcel shows as delivered locally but hasn’t been received, the AI checks tracking and arrival records first, then hands off. The agent only has to check the warehouse.

APIs called in this conversation

GET /shipments/:id/tracking

Local and international tracking

POST /notify-handoff

Hand-off summary + Slack alert

GET /agent/shipments

Customer orders shown in the agent console

app.cliptalk.net/agent

상담 목록

배수빈15:02

상담원 대기상담원 연결을 요청했습니다

표다온14:57

AI 응대신청서가 변경되었습니다

방문자 662014:51

AI 응대1.5kg 예상 배송비는…

노하은14:40

AI 응대현금영수증 신청이 접수되었습니다

배수빈본인확인 완료PM19904172캐나다 창고

현지 택배는 배달완료로 나오는데 아직 입고가 안 됐어요

14:58

포스트몰 AI 상담봇

신청서 231590612 확인해 보니 현지 트래킹은 09/22 배달완료, 창고 입고 기록은 아직 없습니다. 배달완료 후 영업일 3일이 지나 현지 창고 확인이 필요합니다.

14:59

네 확인 부탁드려요

15:01

포스트몰 AI 상담봇

담당 상담원에게 접수했습니다. 캐나다 창고 운영시간에 맞춰 실물 도착 여부를 확인 후 안내드리겠습니다.

15:02

AI 인계 요약상담원에게만 보임

사유: 현지 배달완료 후 3영업일 미입고

· 고객: 배수빈 (PM19904172, 본인확인 완료)

· 신청서: 231590612 · 캐나다 캘거리 창고 · 배송대행

· 현지 트래킹: Canada Post 7231 0946 5518 — 09/22 배달완료

· 요청: 창고 실물 확인 (노데이터 입고 여부 포함)

답변을 입력하세요

전송

검색된 주문건

231590612입고대기

Arc'teryx Beta Jacket

현지 09/22 배달완료

캐나다PM19904172

231590457배송중

Lululemon Align Pant 외 1

한국행 6873 5520 1946

캐나다38,900원

Screens recreate real conversation flows. All personal data — customer names, booking numbers, mailbox numbers and contacts — has been replaced with fictitious values.

Automation flow

STEP 1

Inquiry

Customer asks in natural language (any language)

STEP 2

Verification

Booking no. / name checked against the customer API

STEP 3

Lookup & calc

Live status, fees and prices from the API

STEP 4

Confirmation

Preview of the change → Yes / No

STEP 5

Write-back

Filed or updated in the customer’s system

Anything the AI can’t handle goes to an agent with a summary

How much work the AI takes over

Calculated from real production chat logs. Only conversations with at least one customer message are counted.

Period 2026.08.27 – 2026.09.26 · based on real production conversations

Conversations analysed

Closed by AI alone

45 · 64.3%

Handed off to an agent

AI still did verification, lookups and a summary first

AI replies out of all replies

201 / 299 · 67.2%

Workload handled by AI

79.7%

AI 79.7%Agents 20.3%

Workload = Σ(AI replies ÷ all replies in each conversation) ÷ number of conversations

To credit the work the AI did before a hand-off, we compute the AI share per conversation and then average it.

Okitour — AI handles 75.6% of rental and tour inquiries

Could this connect to your system too?

If you have booking, order or member APIs, we can connect the AI agent to handle everything from lookups to changes and cancellations.