Meet Regina, the AI agent transforming our customer service

Good service isn’t just about fixing problems. It’s about catching them before they land on your desk. That’s the thinking behind Regina, the AI agent we’ve built to work alongside our customer service and account management teams.

eStore Logistics has been Australian owned and operated since 2008, and today we’re one of the country’s most advanced fulfilment providers, with centres across Melbourne and Sydney. We’ve always pushed the technology on the warehouse floor, with AI-powered robots working beside our teams to pick and pack orders faster and more accurately. Now we’re bringing the same drive to how we look after our customers.

Finding problems before they find you

Every day, an enormous amount of activity flows through our business: orders, stock movements, deliveries, support conversations. Buried in all of that are the early signs of a problem, which are easy to miss when you’re busy running an operation.

Regina watches for those signs continuously. A carrier whose delivery performance has started to slip. A recurring issue that's appeared on more than one order. A billing discrepancy that could point to something going wrong further upstream. When something starts to look different from normal, she flags it to our team straight away.

She doesn’t stop at flagging it, either. Regina also recommends what to do about it, drawing on best practice from across our operation, and sends those recommendations to our customer service and account management team to act on. Instead of waiting for a problem to become a ticket, our people hear about it early, with a suggested next step already in hand, so it can be sorted out before it affects you or your customers. And when something does go wrong, it gets picked up and dealt with faster.

One complete view of your business

Regina also gives our team a single, complete picture of every customer. How fast your orders are shipping. The quality of the operation behind them. Your costs across storage, handling and freight. The carriers you use and how they’re performing. Your pricing and contract. The questions you’ve raised and how they were resolved, what we’ve agreed together and what we’ve discussed recently. All of it sits in one place, kept up to date automatically.

That means the people looking after your account are all working from the same complete picture, rather than details living in one person’s inbox or memory. And when your account manager sits down with you, the conversation is backed by real data on how your business is tracking with us, not just a gut feel.

Where AI stops and our people start

To be clear: Regina isn’t a replacement for our people, and she doesn’t talk to you or your customers. She works for our team, surfacing the right information sooner so our specialists can act on it faster. Customer support at eStore has always been local, on site and handled by people who know the operation inside out. That doesn’t change. Regina simply means our specialists spend less time hunting for problems and more time solving them.

We’re deliberate about where AI fits in our business. It’s ideal for repetitive, data-heavy work, like monitoring patterns across thousands of orders all day, every day, without fatigue. It isn’t a fit for everything. When a situation calls for a genuine judgement call or a nuanced conversation, that responsibility stays with our people, and always will.

Regina is one part of an ongoing investment in getting fulfilment right for the brands we work with. Where AI helps us work smarter, that flows through to you as more consistent service and better value, with more to come.