Econt is one of Bulgaria’s leading logistics companies, operating a nationwide network of offices and partner locations and handling millions of shipments every year. The company is known for reliable delivery services, strong operational discipline, and continuous investment in digital solutions that support both customers and internal teams.
Customers increasingly preferred messaging channels for delivery-related inquiries over traditional service interactions. Econt needed a solution that could respond instantly, manage recurring questions, and reduce pressure on contact centre and branch teams.
At the same time, couriers and office staff required fast access to service rules, procedures, and troubleshooting guidance to keep daily operations running smoothly. The challenge was to deliver accurate support for both customers and employees without adding complexity to existing workflows.
Ena was introduced as Econt’s AI-powered virtual assistant, developed by DigiTech Consult on the DRUID AI platform. The assistant supports customers by answering shipment-related questions, tracking parcels, providing delivery options, locating offices, and enabling courier requests across the website, mobile app, and Messenger.
In parallel, a dedicated internal assistant provides couriers and office teams with instant access to operational guidance. Integrated with Econt’s systems, Ena delivers consistent, reliable support and extends service availability beyond standard working hours.
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Ena became a core digital support channel for both customers and internal teams.
The assistant improved service availability, reduced repetitive workload, and helped stabilise operations during peak periods.
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“We were impressed by the overall approach of the team, their attention to detail and their ongoing efforts to gain in-depth understanding of our business processes.
Automating this process not only helped us become more efficient, but also freed up sufficient time that could now be dedicated to expanding our business. We believe this innovation will take us one step ahead of the competition.”
