LogTechAI
Apr 13 ‘26
Shipsy elevates logistics support with AI-powered automation and cross team collaboration
Company
Shipsy
Headquarters
Gurgaon, IN
Founded
2015
Employees
201 - 500
Industry
AI & Analytics / Logistics & Supply Chain
Shipsy unified fragmented support channels across email, Jira, and in-app experiences. DevRev's conversational AI and automation connected siloed teams, enabling self-service resolution and proactive issue prevention. Support and product teams now collaborate seamlessly with unified visibility, reducing manual work and accelerating feature development.
The Company
Shipsy powers global logistics with its AI-first platform that processes nearly 5 million shipments daily. Their solutions help businesses streamline logistics processes and optimize supply chain operations through advanced data analytics, artificial intelligence, and automation. Shipsy delivers end-to-end visibility, real-time tracking, and efficient shipment management, enabling companies to make informed logistics decisions.
The Challenge
Shipsy was looking to enhance their customer support experience beyond their existing email and Jira Service Desk portal setup. As the company scaled, they wanted to create more integrated experiences for their users.
Dhruv Agrawal, COO & Co-founder of Shipsy, explains:
The company identified several opportunities for improvement:
- Enhancing customer touchpoints - Expanding support beyond email and customer portal to integrate directly with their product
- Gathering more user context - Improving access to in-app user behavior to enable more effective issue resolution
- Connecting teams - Bringing support and product teams closer together to accelerate response times and feature development
The solution: DevRev support and conversational product management through Computer
Shipsy implemented DevRev's unified platform, transforming their support operations with DevRev Support and conversational product management capabilities powered by AI and Computer's memory that connected previously siloed data sources.
1. Easily integrated siloed data sources to unleash AI capabilities
Shipsy connected its existing knowledge base from Jira Confluence and integrated seamlessly with engineering workflows using Computer AirSync. This created a unified knowledge layer in Computer’s Memory, powering conversational AI interactions with customers.
2. Self-service and autonomous resolution
Shipsy deployed Computer, DevRev's in-app chat widget powered by Conversational AI, enabling users to receive instant support without leaving the application.
3. Agent assistance and proactive issue prevention
With Computer Agent Studio, Shipsy built workflows that automated ticket creation, prioritized issues using AI-powered sentiment analysis, and synchronized comments across tools. Real-time insights and automations now allow Shipsy to:
- Automatically create tickets from user conversations
- Provide real-time ticket status updates within their app
- Create Jira issues for product and engineering teams with native integration
- Synchronize comments between systems with the DevRev Airdrop feature
4. Unified and accessible organizational insights
With DevRev, Shipsy gained holistic visibility across customer issues, product metrics, and team performance.
5. Less time managing work, more time building product
Shipsy leveraged Computer’s Foundational Services to set up automations like:
- Notifications for aging tickets
- Time-based triggers to prevent SLA breaches
- Approval funnels for product managers to prioritize projects
Impact and results
Shipsy's implementation of DevRev Support and Conversational Product Management delivered significant measurable outcomes:
- Reduction in resolution time
- Increase in customer-driven feature implementations
- Enhanced customer satisfaction through in-app support
- Improved cross-functional collaboration between support and product teams
- Elimination of manual ticket creation through AI-powered automation
Top Features
- PLuG, in-app customer center with conversational AI
- Computer Agent Studio – workflows for automation and sentiment-based prioritization
- Computer Memory – unified knowledge graph
- Knowledge base management with Smart Import capabilities
- Team inbox for customer conversations
- Automated ticket creation and management
- Unified platform for conversations, tickets, and issues
- Native DevRev-Jira integration
- SLA management
- Role-based authorization
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