Fiege AI Agent Automates 70% of Carrier Claims

Fiege, a logistics provider managing carrier claims (lost or damaged packages) for online shops, faced a structural bottleneck: up to 11,000 claims per month, each taking 15 to 25 minutes to process, distributed across 20 to 30 European parcel carriers with each using different formats. The team previously consisted of 14 employees fully dedicated to processing, reading unstructured emails, checking scans and photos, and searching foreign-language tracking portals. Fiege developed a Carrier Claims AI agent built on Azure Functions and Services and a data protection-compliant OpenAI model that reads emails and attachments, matches trackings, interprets carrier responses, and conducts argumentation autonomously. The agent now handles over 70% of claims automatically. Decision quality remains consistently at the level of the most experienced Process Lead, and the agent achieves higher reimbursement values than before. Auto-reminders ensure no case is left lying. ROI includes redeploying ten employees to other work, decoupling growth from headcount, and enabling economical processing of even the smallest-value claims.