Overview
Timeline
6 weeks
Business
Medium sized enterprise
Industry
Logistics
Key result
800 daily calls managed by AI agent
The Challenge
NationEx saw an opportunity to use AI agents to automate operations and improve service quality. Customer support was the biggest pain point with high call volumes, repetitive tracking inquiries, and limited 8am–5pm coverage.
Instead of adding small point tools, NationEx wanted a scalable agentic system that could start with support and later expand across finance, HR, and more.
Our Approach
We built NaviBots, a suite of AI agents designed to handle repetitive operational tasks. The first agent, Natalie, an AI voice agent, automated parcel-status calls end to end and smoothly escalated edge cases when needed.
Once the pilot showed strong results, we defined two more AI agents:
Finance Agent: Generates invoices, matches vendor invoices to POs, flags issues, and gives leadership real-time financial insights.
HR Agent: Takes driver interviews, collects required documents, and evaluates candidates to support hiring teams.
This pilot to scale path helped NationEx validate ROI quickly and extend AI automation to new functions with minimal rework.
Tools & Platforms
Voice & Speech: ElevenLabs for natural voice responsesCore Integrations: NationEx Tracking API, Freshdesk (ticketing & escalation)
Core Integrations: NationEx Tracking API, Freshdesk for ticketing and escalation
Languages: English & French with a custom regional dictionary
Operations: Logging for coverage analysis and ongoing improvement
The first live version was delivered in 6 weeks.
Solving Key Problems
Handling repetitive tracking calls
Problem: Support agents were answering 300–500 parcel-status calls a day, causing long wait times and burnout.
Our Solution:
Natalie collects the tracking ID, checks NationEx’s API, and shares the status in natural speech, resolving routine calls without human effort.
24/7 support coverage
Problem: Support operated only from 8am to 5pm, leaving no coverage at night or weekends.
Our Solution:
The AI agent runs 24/7 and handles calls in parallel, removing wait times completely.
Clear bilingual communication
Problem: English and French callers often faced mispronunciations or unclear responses.
Our Solution:
We built bilingual flows with a custom French dictionary so responses match regional accents and slang.
Smooth human escalation & ticketing
Problem: Edge cases needed human help, and manual ticket creation slowed the process and lost context.
Our Solution:
Freshdesk tickets are created automatically with summaries, and calls are escalated cleanly only when needed.
Real-time analytics and auto labeling
Problem: Leadership had no live view of call reasons, outcomes, or after-hours demand.
Our Solution:
We added real-time dashboards with automatic labeling so teams can improve coverage and processes.
The Solution
Automated Call Handling
Collects tracking numbers, checks live status, and responds with natural speech.
Bilingual by Design
Supports English and French with Québec-specific tuning.
Smart Escalation
Creates Freshdesk tickets automatically and transfers to a human for exceptions.
Always On
Answers all calls in parallel, eliminating queues and after-hours gaps.
What Our Client Said
“What stands out most about Bricks is their end-to-end ownership of both development and operations. They built and managed our AI bot platforms from design to deployment, handled client onboarding, and optimized system performance. Their proactive approach cut support tickets by 30–40%, boosted team productivity by 20%, and kept all partners satisfied. Bricks consistently delivered on time while keeping us updated on evolving needs, making them a reliable long-term partner”
Results
Daily average volume
Calls fully resolved by the agent
24/7 Coverage
Continuous service availability
Calls escalated to a human representative
Turn your product vision into a live platform quickly and efficiently.
Book a 20-minute call to get started.
Copyright 2025.
All Rights Reserved.
Contact
Bricks on Clutch
TOP COMPANY
Product Marketing
2024
SPRING
2024
GLOBAL
Overview
Timeline
6 weeks
Business
Medium sized enterprise
Industry
Logistics
Key result
800 daily calls managed by AI agent
The Challenge
NationEx saw an opportunity to use AI agents to automate operations and improve service quality. Customer support was the biggest pain point with high call volumes, repetitive tracking inquiries, and limited 8am–5pm coverage.
Instead of adding small point tools, NationEx wanted a scalable agentic system that could start with support and later expand across finance, HR, and more.
Our Approach
We built NaviBots, a suite of AI agents designed to handle repetitive operational tasks. The first agent, Natalie, an AI voice agent, automated parcel-status calls end to end and smoothly escalated edge cases when needed.
Once the pilot showed strong results, we defined two more AI agents:
Finance Agent: Generates invoices, matches vendor invoices to POs, flags issues, and gives leadership real-time financial insights.
HR Agent: Takes driver interviews, collects required documents, and evaluates candidates to support hiring teams.
This pilot to scale path helped NationEx validate ROI quickly and extend AI automation to new functions with minimal rework.
Tools & Platforms
Voice & Speech: ElevenLabs for natural voice responsesCore Integrations: NationEx Tracking API, Freshdesk (ticketing & escalation)
Core Integrations: NationEx Tracking API, Freshdesk for ticketing and escalation
Languages: English & French with a custom regional dictionary
Operations: Logging for coverage analysis and ongoing improvement
The first live version was delivered in 6 weeks.
Solving Key Problems
Handling repetitive tracking calls
We created a usage-based pricing model that grows with company activity, so even small teams can hire professionally without high costs.
24/7 support coverage
The AI agent runs 24/7 and handles calls in parallel, removing wait times completely.
Clear bilingual communication
We built bilingual flows with a custom French dictionary so responses match regional accents and slang.
Smooth human escalation & ticketing
Freshdesk tickets are created automatically with summaries, and calls are escalated cleanly only when needed.
Real-time analytics and auto labeling
We added real-time dashboards with automatic labeling so teams can improve coverage and processes.
The Solution
Automated Call Handling
Collects tracking numbers, checks live status, and responds with natural speech.
Bilingual by Design
Supports English and French with Québec-specific tuning.
Smart Escalation
Creates Freshdesk tickets automatically and transfers to a human for exceptions.
Always On
Answers all calls in parallel, eliminating queues and after-hours gaps.
What Our Client Said
“What stands out most about Bricks is their end-to-end ownership of both development and operations. They built and managed our AI bot platforms from design to deployment, handled client onboarding, and optimized system performance. Their proactive approach cut support tickets by 30–40%, boosted team productivity by 20%, and kept all partners satisfied. Bricks consistently delivered on time while keeping us updated on evolving needs, making them a reliable long-term partner”
Results
Daily average volume
Calls fully resolved by the agent
24/7 Coverage
Continuous service availability
Calls escalated to a human representative
Turn your product vision into a live platform quickly and efficiently.
Book a 20-minute call to get started.
Copyright 2025. All Rights Reserved.
Contact
Bricks on Clutch
TOP COMPANY
Product Marketing
2024
SPRING
2024
GLOBAL
Copyright 2025. All Rights Reserved.
Contact
Bricks on Clutch
TOP COMPANY
Product Marketing
2024
SPRING
2024
GLOBAL
Overview
Timeline
6 weeks
Business
Medium sized enterprise
Industry
Logistics
Key result
800 daily calls managed by AI agent
The Challenge
NationEx saw an opportunity to use AI agents to automate operations and improve service quality. Customer support was the biggest pain point with high call volumes, repetitive tracking inquiries, and limited 8am–5pm coverage.
Instead of adding small point tools, NationEx wanted a scalable agentic system that could start with support and later expand across finance, HR, and more.
Our Approach
We built NaviBots, a suite of AI agents designed to handle repetitive operational tasks. The first agent, Natalie, an AI voice agent, automated parcel-status calls end to end and smoothly escalated edge cases when needed.
Once the pilot showed strong results, we defined two more AI agents:
Finance Agent: Generates invoices, matches vendor invoices to POs, flags issues, and gives leadership real-time financial insights.
HR Agent: Takes driver interviews, collects required documents, and evaluates candidates to support hiring teams.
This pilot to scale path helped NationEx validate ROI quickly and extend AI automation to new functions with minimal rework.
Tools & Platforms
Voice & Speech: ElevenLabs for natural voice responsesCore Integrations: NationEx Tracking API, Freshdesk (ticketing & escalation)
Core Integrations: NationEx Tracking API, Freshdesk for ticketing and escalation
Languages: English & French with a custom regional dictionary
Operations: Logging for coverage analysis and ongoing improvement
The first live version was delivered in 6 weeks.
Solving Key Problems
Handling repetitive tracking calls
We created a usage-based pricing model that grows with company activity, so even small teams can hire professionally without high costs.
24/7 support coverage
The AI agent runs 24/7 and handles calls in parallel, removing wait times completely.
Clear bilingual communication
We built bilingual flows with a custom French dictionary so responses match regional accents and slang.
Smooth human escalation & ticketing
Freshdesk tickets are created automatically with summaries, and calls are escalated cleanly only when needed.
Real-time analytics and auto labeling
We added real-time dashboards with automatic labeling so teams can improve coverage and processes.
The Solution
Automated Call Handling
Collects tracking numbers, checks live status, and responds with natural speech.
Bilingual by Design
Supports English and French with Québec-specific tuning.
Smart Escalation
Creates Freshdesk tickets automatically and transfers to a human for exceptions.
Always On
Answers all calls in parallel, eliminating queues and after-hours gaps.
What Our Client Said
“What stands out most about Bricks is their end-to-end ownership of both development and operations. They built and managed our AI bot platforms from design to deployment, handled client onboarding, and optimized system performance. Their proactive approach cut support tickets by 30–40%, boosted team productivity by 20%, and kept all partners satisfied. Bricks consistently delivered on time while keeping us updated on evolving needs, making them a reliable long-term partner”
Results
Daily average volume
Calls fully resolved by the agent
24/7 Coverage
Continuous service availability
Calls escalated to a human representative
Turn your product vision into a live platform quickly and efficiently.
Book a 20-minute call to get started.
Copyright 2025. All Rights Reserved.
Contact
contact@bricsktech.io
Copyright 2025. All Rights Reserved.
Contact
contact@bricsktech.io