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Customer story · Pick Network

How Pick Network cut parcel support escalations by 30%.

Paxley, an AI WhatsApp agent running on Bifrost, handles PIN recoveries, locker diagnostics, and multilingual support across 510+ parcel locker stations in Singapore. We share the before, the build, and the production numbers.

~30%
AI handling rate
Q2 KPI target hit
90%+
CSAT (Q2)
4.5-4.85 / 5 rating
80+
Scripted scenarios
across 4 flow families
Oct 2025
Live since
510+ lockers covered
Last-mile logisticsWhatsApp · AI modeIMDA-approved

The client

Pick Network operates Singapore's largest open-access smart locker network - 500+ parcel locker stations across MRT stations, bus interchanges, and residential areas. Their operations team handles thousands of consumer support requests monthly: lost PINs, collection issues, return enquiries, locker malfunctions, and delivery tracking.

Before: manual support under pressure

Before Paxley, every consumer enquiry hit the L2 operations team directly via WhatsApp. Each PIN recovery, every “where's my parcel,” and every locker screen issue required a human to look up the system, verify details, and respond manually.
  • ~700-1,000 support conversations/month
  • WhatsApp only, after-hours and weekends had gaps
  • Small L2 team scaling with locker network expansion

The challenge

PIN recovery

The #1 support request. Each case required manual lookup via the tracking system.

Return flow complexity

12+ return scenarios, each with different eligibility rules.

Locker hardware issues

Black screens, unresponsive doors, invalid PIN errors, diagnosed via photo.

Non-Pick parcels

Many enquiries are about parcels in other companies' lockers, needed redirection, not escalation.

Image-based escalations

~47% of escalations involve photos of locker screens. Text-only AI fails here.

Multilingual

English, Chinese, Malay, and mixed-language Singlish.

What we built

Paxley, an AI-powered WhatsApp agent running on PilotPulse's Bifrost platform, covering 80+ scenarios:
  • 14 collection flows (C1-C14)
  • 12 return flows (R1-R12)
  • 3 deposit flows + 4 location flows + 5 partner flows
  • 20+ generic FAQs, 20 SEND Portal FAQs, 19 justSEND FAQs

Live integrationwith Pick's systems: Tracking API for real-time parcel status and PIN validation, Locker Management System for compartment diagnostics, External Chat API for Pick's mobile app, and Google Sheets for engaged customer tracking.

Intelligent handoff:Guardian (Heimdall) monitors every conversation in real-time for frustration → instant WhatsApp alert to L2. Self-resolution detection auto-resumes AI mode when customers say “never mind, I figured it out.”

Security: auto-scaling to 200+ CCU, HMAC-SHA256 API signatures, Cloudflare DDoS/WAF, third-party penetration test by Sekuro.

Timeline

  1. Apr 2025
    Sprint 1: collection flows + 59 FAQs
  2. May 2025
    Sprint 2: return / deposit / location / partner flows. UAT round 1
  3. Jun 2025
    Sprint 4: UAT round 2. Phase 1 launch (100 lockers)
  4. Jul 2025
    Phase 2: 510 lockers covered
  5. Aug 2025
    Full rollout: all remaining lockers
  6. 1 Oct 2025
    Official production · KPI contract start
    Live

Ongoing: weekly meetings every Friday + continuous CRs.

Results

MetricValue
AI handling rate (Q2 Jan-Mar 2026)~30% · target hit
CSAT (Q2)90%+ · 4.5-4.85 / 5
Combined KPI overperformance+4.61% above targets
Monthly conversations368 (Jan) → 731 (Feb)
Weekly message volume2,100-3,500 messages/week
AI messages/week400-700
KPI contract targets · escalating
  • Q2: 30% AI / 90% CSAT ✅ hit
  • Q3: 40% AI / 92% CSAT
  • Q4: 50% AI / 95% CSAT

In their words

Paxley has become an integral part of our consumer support operations. It handles PIN recoveries, parcel enquiries, and locker issues around the clock, freeing our team to focus on complex cases. Direct integration with our tracking systems and mobile app means consumers get accurate, real-time answers instantly.
ST
Soon Tee
CEO · Pick Network

What's next

  • CR-29: enhanced image reading, AI reads locker screen photos.
  • CR-26: non-Pick tracking ID redirection.
  • CR-21: automated conversation quality monitoring.
  • Mobile app integration: Pick embedding Paxley directly via External Chat API.
  • Target: 50% AI handling by Q4 2026 to unlock maximum subscription tier.

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