Fiege AI Agent Automates Over 70% of Carrier Claims

Fiege's Carrier Claims AI agent reaches an automation rate of over 70 percent on carrier claims, which can run to as many as 11,000 cases per month at 15 to 25 minutes of handling time per case. According to the t3n report, decision quality is consistently at the level of the most experienced Process Lead, the agent achieves higher reimbursement values than before, and automatic reminders ensure that no case is left lying. As a result, ten employees can work in other areas, growth is decoupled from personnel costs, and very small claims can be processed economically. Besides logistics, Fiege manages carrier claims, meaning complaints about lost or damaged parcels, for many online shops. The cases are spread across 20 to 30 European parcel carriers, each using its own formats. The team had to read unstructured emails, check scans and photos and search foreign-language tracking portals. Christian Meierhoff, the project's business owner at Fiege, said that at times 14 colleagues did nothing but process claims, and that each case took 15 to 25 minutes in total. Because the return on a claim often barely covers the cost of ten extra minutes of research, manual perfection did not pay off, and adding staff would only have scaled the problem rather than solved it. To address this, Fiege developed the Carrier Claims AI agent to automate the whole process. The agent reads emails and attachments, matches trackings, interprets carrier responses and conducts the argumentation. It is based on Azure Functions and Services and an OpenAI model operated in line with the GDPR.