{"slug":"ctt-portugal-launches-helena-a-customer-service-chatbot-built-on-microsoft-azure-openai","url":"https://findausecase.com/use-cases/ctt-portugal-launches-helena-a-customer-service-chatbot-built-on-microsoft-azure-openai","title":"CTT Portugal launches 'Helena', a customer service chatbot built on Microsoft Azure OpenAI","description":"CTT - Correios de Portugal introduced 'Helena', a generative AI customer service chatbot based on Microsoft Azure OpenAI technology, implemented with Singularity Digital Enterprise (part of Devoteam) and Microsoft's support. It gives customers real-time informational and transactional help, such as parcel status, postcodes, savings certificate documents, post office opening hours, tolls and customs clearance, 24 hours a day, 7 days a week. The announcement is dated 15 November 2023 and gives no quantified results.","company":"CTT - Correios de Portugal","industry":"Logistics","country":"Portugal","aiCapabilities":["Conversational AI","Generative AI"],"deployment":"Unknown","problemStatement":"CTT wanted to revolutionise the customer service experience, launching a new tool at the start of the peak season, a demanding period in which the number of items traded rises significantly.","solutionApproach":"CTT introduced 'Helena', a chatbot based on Microsoft Azure OpenAI technology, implemented with Singularity Digital Enterprise (part of Devoteam) and the support of Microsoft. It combines informational and transactional assistance in real time.","businessValue":"CTT says Helena offers customers real-time assistance on parcel status, postcodes, savings certificate documents, post office opening hours, tolls and customs clearance, available 24 hours a day, 7 days a week. The source gives no quantified results.","evidence":{"band":"high"},"sourceUrl":"https://www.ctt.pt/grupo-ctt/media/noticias/ctt-introduces-first-chatbot-with-generative-artificial-intelligence-for-customer-service","dates":{"publishedAt":"2026-11-07T05:45:40.496Z","publishedAtSource":"pipeline","updatedAt":"2026-11-07T05:45:40.496Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/ctt-portugal-launches-helena-a-customer-service-chatbot-built-on-microsoft-azure-openai. Bulk republication requires permission."}