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Overview
Delhivery, India’s leading logistics company, needed a scalable and efficient solution to recruit delivery riders nationwide. Human agents, though effective in parts of the process, struggled with higher costs, slower onboarding, and stagnant conversion efficiency.
By deploying AI Voice Agents, Delhivery redefined rider acquisition, achieving faster turnaround, stronger engagement, higher qualification efficiency, and dramatically lower cost per rider.
Challenges
- High rider acquisition costs with human agents made scaling expensive.
- Slow turnaround times delayed manpower availability during peaks.
- Flat qualification rates with little room for improvement.
Results
Turnaround Time ~3x Faster
AI Voice Agents reduced onboarding time from multiple days to just hours, giving Delhivery the agility to respond instantly to rider demand surges.
Connectivity ~1.2x Higher
Connectivity reached ~72% for AI Voice Agents, compared to ~62% for human agents, ensuring fewer missed leads and stronger funnel efficiency.
Qualification Improved ~2.5x
AI Voice Agents increased qualification rates from 7% to ~17%, overtaking human agents who remained stable at ~14–15%.
Rider Acquisition Cost ~4x Lower
On a per-qualified rider basis, AI Voice Agents delivered nearly four times lower acquisition costs than human agents, making recruitment sustainable at scale.
Real Customer Conversations
Business Impact for Delhivery
The adoption of AI Voice Agents enabled Delhivery to:
- Onboard riders 3x faster with shorter turnaround cycles.
- Engage and qualify more effectively compared to human agents.
- Save sustainably with ~4x lower acquisition costs per qualified rider.
Conclusion
By improving funnel efficiency and reducing acquisition costs by nearly fourfold compared to human agents, AI Voice Agents proved to be a superior recruitment engine for Delhivery.
This transformation positions Delhivery to scale rider onboarding efficiently, maintain operational readiness, and strengthen its leadership in India’s logistics sector.
