How a YTO Logistics Branch Leverages AI to Boost Quality, Cut Costs, and Elevate Merchant Experience

“The efficiency of handling problem items has greatly improved, and our store’s logistics rating has risen to the highest 5.0,” said a pharmaceutical e‑commerce client from Wuxi, Jiangsu, after YTO’s AI was fully applied.

Xu Shaoyun, the manager of the YTO Wuxi Zhaoshangcheng branch, explained that since the AI rollout began last year, the site has seen significant improvements in timeliness, quality, and customer satisfaction.

She highlighted three major changes brought by AI: early risk warning, streamlined processes, and faster response.

**Risk early warning** – Previously, issues such as low signing rates, logistics stalls, or returns were only discovered after next‑day reports or after assessments. Now the AI assistant pushes key metric data to the manager’s mobile device multiple times a day, showing overall site progress and pinpointing under‑performing staff and parcels. Since March 2025, the branch’s service‑quality score (out of 100) jumped from around 80 to a full 100, maintained for seven consecutive months, and achieved a perfect score in nine months of 2025.

**Process simplification** – Calculating client gross profit used to require exporting about 20 reports across systems. Today, revenue, expense, client gross profit, and dispatch fees are automatically compiled into a daily financial report, with abnormal indicators pushed instantly. For 31 employees and roughly 100 client monthly statements, the time required dropped from nearly half a month to just two days.

**Response acceleration** – Previously, a single problem ticket required multiple rounds of communication among the client, customer service, and courier. Now merchant customer service, YTO human customer service, and the AI chatbot “Xiao Yuan” collaborate within a client‑manager group; 80‑90% of routine issues are resolved by the chatbot, with complex cases escalated to humans. Tasks such as collection, dispatch, and post‑dispatch interception go directly to the courier’s “Xingzhe” app. The branch estimates that the chatbot has increased customer‑service handling efficiency by about 2.5 ×.

“With the AI assistant and digital staff, we are freed from repetitive work; the branch no longer has dedicated finance, customer‑service supervisors, or operation supervisors – everyone can focus on parcel delivery and serving customers,” Xu said, expressing strong optimism about future AI capabilities.

For YTO, the AI‑driven changes ultimately aim to enhance customer experience: “Everything is centered on market‑client experience and creating value for customers,” a principle that is now visibly realized across YTO’s frontline sites.